Unifi is a fast-growing finance and technology company operating in Kenya, Zambia, Uganda and South Africa. Unifi delivers personal lending products through branch, mobile phone and online channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

Responsibilities

• Monitor and evaluate inbound and outbound call quality.
  
• Analyze call data to identify trends and areas for improvement.
• Prepare detailed reports on call quality and performance metrics.
• Provide actionable feedback and coaching to customer service representatives.
• Collaborate with management to develop and implement quality improvement initiatives.
• Ensure compliance with company policies and standards.
• Identify training needs and assist in developing training programs.
•  Provide management with insights on how to improve both KPIs and overall outcomes

Candidate profile 

Required 

• Diploma or Degree in Business Administration, or any relevant degree
• Extensive experience in a Call Center in a supervisory position and/or in the quality control department monitoring calls against predefined metrics
• Experience coaching and mentoring staff members to ensure that KPIs are met. 
• Attention to detail, desire to learn and a positive attitude
• Excellent organization skills,
• Ability to work independently as well as in a team
• Should be able to multitask 
• Ability to work within changing work responsibilities 
• Should be a good motivator with commendable interpersonal skills.
• Familiarity with industry’s rules and regulations
• Results driven and customer focused
• Leadership skills