Position: Moderation Quality Supervisor

Location: Nairobi.

Reporting to: Director Operations

JOB PURPOSE & SUMMARY

Our client is looking who is in the high-tech space offering global technical services is looking for a Moderation Quality  Supervisor to join their vibrant team in Nairobi.

KEY RESPONSIBILITIES AND DUTIES

• Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.

• Identifying service      level gaps and taking appropriate action to enable them to deliver the      expected quality.
• Support      employee development by providing detailed feedback.
• Identifying gaps in      performance and knowledge for new and old team
• Submit relevant      daily team performance reports as per the company standards.
• Capturing      individual performance on the system and analyzing the same to ensure      adherence to expected quality.
• Monitoring      work progress to ensure that deadlines are met and that quality standards      are upheld.
• Conduct      frequent audits to ensure compliance with company standards.
• Monitoring      employee attendance and reporting gaps observed to the HR department for      further disciplinary action if necessary.
• Managing      projects involving a team of employees working on specific tasks towards      common goals.
• Collaborates      with all departments to ensure organization goals are met.

QUALIFICATIONS:

EDUCATION/KNOWLEDGE AND EXPERIENCE

• 5-8 years of experience as a Quality Supervisor or similar role
• BS degree in Management, Administration or related field
• Call center, customer service, or supervisory experience may be required.
• Proficiency with technology, especially computers and software applications

COMPETENCY AND TECHNICAL SKILLS

• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.