Summary
Date Posted: Thursday, July 28, 2022 , Base Salary: Not Disclosed

Deadline of this Job:
05 August 2022  

Summary
Date Posted: Thursday, July 28, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Qssr-Sme-Subject Matter Expert
About This Job:

Q-Sourcing Rwanda Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Rwanda, Uganda, Kenya, Tanzania and South Sudan.

On behalf of our client providing call center services, we are looking for competent, skilled, and experienced Subject Matter Expert to work in Kigali.


Duties And Responsibilities

Training and On Floor Support
• Support campaign management in implementing change within the Campaign
• Keeping yourself up to date with all product/process/system changes
• Support agents regularly to improve skill levels and bridge knowledge gaps
• Provide remedial coaching to staff struggling to meet expectations
• Ensure training needs are met for the team
• Ensure that service standards are being adhered to and KPI’s achieved in line with glidepath expectations
• Sharing of insights on systems, products and customer service behaviors in addition to new starter training.
• Supports the Nesting phase of an agent’s journey

Compliance Review and Management
• Assisting staff and managers with resolving complex issues with customers
• Act as a referral point for escalated customer complaints/enquiries during pilot
• Ensure that staff are following legislative requirements
• Assisting with the correct use of systems to ensure quality assurance

Drive for Results
• Support in driving to meet KPI goals and targets
• Identifying learning opportunities
• Strong background knowledge of relevant campaign behaviours and standards
• Driving to meet personal and Team KPI targets

Develops & Trains Others
• Works closely with individuals to improve their competence and performance
• Provides additional coaching and feedback sessions that build skill knowledge and competence.
• Visits training groups to support and provide product/On Floor insight

Leadership
• Drives and support standard targets
• Keeps team informed of progress towards targets

Customer Focus
• Assists Team Leaders with resolving customer issues
• Builds a stronger customer focus
Level of Authority
• The job holder works according to standard operating procedures
• Any issues falling outside of standard operating practices and procedures are referred to the TL/OM/SOM.
• Planning time frame is typically 1 month

Size

SME typically supports Agents alongside a Team Leader as per the campaign requirements on a 1:25 Experience, Knowledge And Qualifications

Education (Formal Qualification Required)
• A minimum of 6 months experience within the campaign
• 95% + attendance within the last 3 months
• Performance KPI’s achieved
• Clear disciplinary record

Work Hours: 8

Experience in Months: 24

Level of Education: Professional Certificate

Job application procedure
Interested And Qualified Click Here To Apply


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