Quality Analyst - Call Centre

About the role

Career Directions Limited (CDL) is hiring a full-time Quality Analyst in Kigali, Rwanda, within its Quality Assurance / Training and Quality department. The analyst monitors and evaluates customer service interactions to ensure compliance with quality standards, client requirements and service level agreements, and recommends improvements to boost service delivery and customer satisfaction.

Key responsibilities

• Audit customer interactions and operational processes against quality standards, record findings and report them on time
• Give timely, constructive feedback and coaching to customer service representatives and recommend refresher training
• Analyze quality scores and trends, prepare quality reports and take part in quality calibration sessions
• Check adherence to SLAs and first-contact resolution standards, and work with Operations and Training teams to improve service quality
• Protect company, client and customer information and report suspected security incidents or breaches

Required profile

• Diploma or degree in a relevant field
• At least two years of professional experience, preferably in BPO or contact centres; customer service or quality assurance experience is desirable
• C1-level English with excellent grammar and written communication; fluency in both Canadian French and English is highly preferred
• Ability to work rotating day and night shifts

Required skills

• Proficiency in Microsoft Office
• Typing speed of at least 45 words per minute
• Analytical skills, attention to detail and good reporting skills
• Coaching, interpersonal and feedback delivery skills