Experience

RYANADA LIMITED

• Kenya
• IT Services and IT Consulting
• 1 - 100 Employee

• Quality Assurance Manager

  • Sep 2022 - Present

  ● Maintain and develop internal support and call center quality standards;● Review a subset of support agents’ conversations (calls, emails, chat, etc.)● Assess support interactions based on internal standards;● Accompany evaluations with meaningful and constructive feedback;● Discuss and explain feedback with agents in regular meetings;● Analyze all customer service metrics (e.g., CSAT, FRT,) and how the support team’sperformance affects those KPIs;● Create strategies to improve support KPIs; e.g., fast resolution of tickets● Help agents improve their performance with specific instructions and constant support;● Map the need for training and onboarding programs and initiate these projects;● Providing coaching and developing plans for learning and skills development● Monitor customer service performance on the agent and team level;● Create reports that reflect team performance on customer experience;● Report support team’s performance to higher-ups;● Participate in calibration sessions to maintain consistency in internal evaluations;● Contribute to the team culture in a positive manner.● Correlating QA scores with customer feedback/surveys Show less

• Product Manager

  • Jan 2022 - Sep 2022

• Sales Specialist

  • Sep 2021 - Jan 2022


CloudFactory.
• United States
• Technology, Information and Internet
• 700 & Above Employee
• Data Entry Specialist

  • Sep 2017 - Apr 2018