Platinum Credit Limited is a credit only Micro-Finance Company licensed in Kenya under the Company’s Act. The company, was founded in 2003 with a vision to provide emergency loans to Civil Servants, TSC members and employees of selected companies. We deliver cash in 24hours, with minimum bureaucracy and swift customer service.
Job Title: Delinquency Quality Analyst
Location: Nairobi, Nairobi, Kenya
Reference #: DQA1
Contract Type: Contract
We are recruiting for Delinquency Quality Analyst
The job holder will be responsible for evaluating, monitoring and developing overall agent performance while ensuring the quality of all customer support activities meets the organization’s standards and expectations within the assigned line of service.
a)Listen and evaluate a predetermined number of calls per agent in a week for all agents assigned while ensuring that quality standards are met.
b)Ensure staff adhere to set out service line processes and procedures as per organization’s expectations.
c)Analyse quality assurance performance trends and conduct predetermined weekly coaching sessions with each agent while providing effective developmental feedback.
d)Compile and prepare weekly and monthly reports in a timely manner and in accordance with approved reporting standards to ensure that each member of the team is updated on their quality performance.
e)Schedule weekly performance meeting with the team to provide quality assurance feedback and actions to drive agent behavior and quality improvement.
f)Provide feedback to the head of departments (line managers) on areas that will improve quality, productivity and procedures
g)Provide support to new agents during the nesting period by scheduling coaching sessions.
h)Assist team leaders with floor coverage to provide agents with support on customer queries and handling escalated calls.
i)Preparing Productivity reports daily and weekly breakdown.
Application Deadline: 22/05/2022