Summary
Date Posted: Monday, January 20, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
We’re looking for dynamic, passionate and talented Quality Analysts to join our team in Kigali. With a background in IT support or development, extensive customer experience, experience leading a team in a supportive environment and a passion for technology, you will be making sure that the quality of our customers' experience is kept at the highest levels. This role is key for the continuous improvement of operations supports service delivery. By being part of a global team of Quality Analysts, the QA will be able to provide useful insights regarding the delivery of service, by gaps identifying gaps in Process Compliance, Customer Handling, and Operational Best Practices. Your success will be driven by your passion for making sure our customers are fully satisfied with our high levels of service, and your drive to continue your learning journey’s in our technologies. You will be the owner of your future, building your skills and working in a fast-paced and fun environment while delivering exceptional customer support 24/7, worldwide, for a leading global tech company. .

Job Responsibilities
• Review support service requests in order to monitor compliance with procedures and best practices.
• Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
• Collaborate with managers regarding improvement areas and educational initiatives.
• Document processes and procedures and establish control points to ensure compliance.

Job Skills: Not Specified

Job Qualifications
• Strong relationship management– A collaborative nature and act as an advisor to support business continuous improvement
• Clear communicator– Clear, concise and persuasive communication style adapted for multiple audiences, plus demonstrate effective writing, presentation skills, and proactive listening skills
• Effective business management- An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve
• Background in engineering related field
• Experience in support services
• Fluent in English, both written and conversational

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

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