Dispatch Quality Assurance Analyst Job Flare Emergency
| Location | NAIROBI, Kenya |
| Date Posted | April 4, 2025 |
| Category |
Quality Assurance
|
| Job Type |
Full-time
|
| Currency | KES |
Description
Join our dynamic team as a Quality Analyst! Reporting to the Director of Product Operations and collaborating closely with the Dispatch Director, you’ll play a crucial role in ensuring top-notch customer care. We’re looking for a detail-oriented, analytical, and self-starting individual with a high EQ to monitor dispatch calls, ensuring they are filled with empathy and active listening. If you have amazing communication skills, a sharp eye for detail, love diving into data, and enjoy turning reports into actionable insights, we’d love to hear from you! Come be part of a fun, supportive, and engaging environment where your skills can truly shine.
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Here is what you’ll do:
- Review emergency calls from all dispatchers.
- Evaluate emergency calls based on predefined criteria to ensure protocols are being followed and to ensure excellent customer care and satisfaction
- Analyse call data to detect trends and patterns.
- Identify areas for improvement in dispatch processes.
- Monitor and report on key performance indicators (KPIs), including call quality and customer satisfaction metrics.
- Alert and escalate critical issues to the relevant team lead for prompt resolution.
- Work collaboratively with cross-functional teams to refine dispatch protocols and procedures, promoting ongoing improvement in service delivery.
- Develop and deliver standardized weekly and monthly performance reports for all dispatchers that highlight key performance indicators (KPIs), call trends, and areas for improvement.
- Work with supervisors to provide coaching and process improvements based on QA fi
Responsibilities
- Proven experience in quality assurance in a customer service or call center environment.
- Exceptional attention to detail and ability to accurately input and analyze data.
- Strong communication skills, both written and verbal, to effectively convey insights and collaborate with team members.
- Ability to work independently and efficiently, listening to numerous calls daily while maintaining focus and accuracy.
- Experience using QA software, call monitoring tools, and data visualization platforms.
- Proficiency in Microsoft Office suite and experience with data analysis tools preferred.
- A keen interest in promoting customer satisfaction and continuous improvement within the dispatch center.
Bonus Points if:
- Experience in a relevant field such as business administration, communications, or a related area is preferred.
- Previous experience in emergency dispatch or related fields, providing valuable insight into the role’s unique challenges and demands.
- Certification in quality assurance methodologies or relevant training in customer service excellence.
- Demonstrated ability to derive actionable insights from data analysis and effectively implement process improvements.
- Strong problem-solving skills, with the capacity to identify root causes of issues and propose effective solutions.
- A proactive and adaptable mindset, able to thrive in a fast-paced environment and quickly adapt to evolving priorities and challenges.
Applying Instructions
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Step 1. Fill your details and upload Your CV in the form below: If you wish to call CV writing department – Call Direct: 0798 56 86 38, 0798 56 86 43 or 0748 325 412 or Email Evaline at cvwriting@corporatestaffing.co.ke
Name *
Experience Level - Tick One *
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- 3Yrs To 5Yrs
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- 10Yrs To 14Yrs
- 15Yrs To 19Yrs
- Over 19Yrs
Upload Your Ms Word CV By Clicking Below *
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Frequently Asked CV Writing Questions
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Contact
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- Mobile: Employers Only – 0797 452 211; 0796 630 043
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