Position: Quality and Performance 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 Quality and Performance 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 the 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

• 6-10 years of experience as a Quality and Performance Supervisor or a similar role
• BS degree in Management, Administration or a 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.