NAL
Nutrawell Africa Limited
Quality Assurance (QA) at Nutrawell Africa Limited
KenyaFull TimeMid-Senior Level
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Nutrawell Africa Limited
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Job Description
Nutrawell Africa Limited is looking for a Quality Assurance (QA) Officer to join our call center team. The main responsibility of the QA Officer will be to listen to and evaluate customer calls made by Sales Representatives, ensuring that agents follow the approved sales process, communicate professionally, provide accurate product information, and maintain the required standards of customer service.
The QA Officer will regularly review recorded calls, identify mistakes or areas of improvement, score agents according to the company's quality standards, and provide clear feedback to supervisors and management.
Key Responsibilities
Listen to recorded calls made by Sales Representatives and evaluate their performance.
Assess calls using the company's approved QA scoring sheet.
Check whether agents follow the correct sales script and procedures.
Evaluate how agents introduce themselves and communicate with customers.
Check whether agents provide accurate and approved product information.
Monitor agents' communication skills, tone, professionalism, confidence, and customer handling.
Check whether agents properly understand and address customer questions or concerns.
Identify misleading, inaccurate, inappropriate, or unauthorized statements made during calls.
Check whether agents follow the correct sales and order-taking procedures.
Monitor whether agents properly confirm customer information and orders.
Identify calls where important information has been missed or incorrectly communicated.
Score calls fairly and consistently based on established QA standards.
Prepare daily and weekly QA reports.
Highlight strong-performing agents and identify agents who require additional coaching.
Share quality findings with Supervisors and Management.
Work together with Supervisors and Trainers to improve agent performance.
Provide constructive feedback based on call evaluations.
Identify common mistakes affecting sales conversion, customer satisfaction, or order quality.
Recommend areas where additional training may be required.
Conduct random call audits to ensure consistent performance.
Maintain confidentiality of customer information and company data.
Ensure QA evaluations are objective, accurate, and free from personal bias.
Escalate serious violations or repeated issues to the Supervisor or Manager.
What the QA Officer Will Be Evaluating
The QA Officer will pay particular attention to:
Proper greeting and introduction.
Professionalism and communication.
Following the approved sales script.
Knowledge of company products.
Accuracy of product information provided to customers.
Ability to identify and understand customer needs.
Handling of customer questions and objections.
Sales technique and closing ability.
Proper order confirmation.
Accuracy when capturing customer details.
Compliance with company policies and procedures.
Customer service and overall customer experience.
Appropriate tone, language, confidence, and attitude.
Any statements or practices that may negatively affect the company or customers.
Requirements
Diploma or degree in Business Administration, Marketing, Communications, Customer Service, or a related field is an advantage.
Previous experience in call center QA, telesales, customer service, call monitoring, or team supervision is preferred.
Excellent listening and communication skills.
Strong attention to detail.
Good understanding of sales and customer service processes.
Ability to identify mistakes and inconsistencies quickly.
Strong analytical and reporting skills.
Ability to give constructive and professional feedback.
Good computer skills and ability to work with spreadsheets and call-recording/CRM systems.
Ability to work independently and meet daily evaluation targets.
High level of integrity and confidentiality.
Must be objective, fair, disciplined, and consistent when evaluating agents.
Ability to work in a fast-paced call center environment.
Ideal Candidate
The ideal candidate should have a good ear for communication, be highly observant, and be able to identify even small mistakes during a call. They should be confident enough to point out issues while remaining professional and fair.
Experience in telesales, call centers, customer service, or sales quality assurance will be a strong advantage.
The successful candidate will help Nutrawell Africa Limited maintain high sales and customer service standards by ensuring that every customer interaction represents the company professionally and that Sales Representatives continuously improve their performance.