Customer Experience Analyst- Quality at Orange Telkom

On Tuesday, April 28th, 2015

Region:                                  Nairobi

Reporting to:                       Customer Experience Manager- Quality

Range:                                   R3

Department:                        Customer Experience Centre


Role Purpose:

He/she will Execute Quality Analysis and Quality Assurance by ensuring services provided by Customer Care are up to the expected standards, meet customer needs and provide the best customer experience. Work with the Training Team, Team Leaders and Managers to highlight on quality gaps and assist in developing relevant training programs and ways to ensure best quality is delivered

Key Duties and Responsibilities


  • Responsible for Quality audits/monitoring of all customer experience sections for all customer interactions via calls, tickets, emails, letters, files and social media
  • To analyze monitoring feedback and propose/recommend actions for appraisal and improvements as it applies per transaction
  • To document coaching needs per individual/team level and share with respective Team Managers for action
  • To manage and monitor team’s performance and demonstrate best practice in all aspects of Customer Experience
  • To undertake training needs analysis for training and development of the Customer Experience team
  • To ensure all auditors follow established standard processes and procedures in their execution of quality audits and coaching
  • To document, collate and analyze statistical information on quality parameters audited on a daily basis to assist in evaluating the efficiency of Customer Experience teams and to inform on service improvement
  • To prepare and analyze quality reports and share the reports on a timely manner meeting all deadlines
  • To provide guidance and support to auditors to whom transactions are allocated for audit
  • To monitor and manage the changing needs of the Customer, making recommendations for service improvement and implementing those improvements to the satisfaction of customers
  • Ensure Coaching Improvement Plans are documented and kept in an representative’s file
  • Ensure the Coaching Improvement Plan is adhered to and the required objectives are met
  • Perform any other duty as my be assigned by the controlling officer


Academic Qualifications

·         Degree/Diploma/Certificate in related field from a recognized institution.

·         2-6 years’ in a similar position.


Professional Knowledge

·         Computer Literate

·         Strong skills in Ms-excel  and Ms- PowerPoint

·         Sound knowledge of the telecommunication industry

Professional Skills:

§  High coordination skills

  • Good planning skills
  • People motivation skills
  • Strong negotiation skills
  • Has initiative and self-drive
  • Capacity to propose solutions, make advices, convince
  • Work integrity and correctness
  • Continuous adaptation to new techniques and technologies
  • Initiative and analytic mind
  • Listening ability to make proper decisions
  • Confident, independent and mature, to handle difficult issues swiftly


 This position is open to Kenyan citizens only. If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.

Application should be sent by latest 1st May  2015, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. Apply through [email protected] and quote the job title in the subject field. Only shortlisted candidates will be contacted.

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