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NW@njambiweru
Quality Analyst dedicated to enhancing customer service performance.
KenyaI am a Quality Analyst with a strong background in customer service and quality assurance. Currently, I work at CCI Kenya, where I audit calls and interactions handled by agents, providing valuable feedback to ensure quality targets are met. My role involves identifying knowledge gaps affecting performance and driving quality improvements through effective coaching and management.
Previously, I served as a Contact Centre Agent at CCI Kenya, where I excelled in responding to customer inquiries and achieving high CSAT scores. My commitment to meeting compliance requirements and achieving set targets has been recognized by my supervisors. I also have experience in sales, where I managed stock and resolved after-sales disputes, contributing to client retention and satisfaction.
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Work history, roles, and key accomplishments
CCI Kenya
Jul 2024 - Present (1 year 4 months)
Audited calls and interactions handled by agents to provide feedback on whether quality targets and expectations were met. Identified gaps in knowledge impacting quality and drove quality performance through bottom quartile management and coaching.
CCI Kenya
Nov 2023 - Present (2 years)
Responded to calls and tickets from customers, providing solutions while adhering to company policies and meeting compliance requirements. Achieved all set targets in regards to AHT, CSAT scores, and Quality scores.
CCI Kenya
Mar 2023 - Present (2 years 8 months)
Responded to guest emails, acting as a communication bridge between guests and local management to enhance fast problem resolution. Documented all interactions and communications with guests and achieved all set KPI targets.
Mamba Motorcycle Spares
Sep 2022 - Present (3 years 2 months)
Managed stock through stock taking and record keeping, achieving all set sales targets. Resolved all after-sales disputes and offered after-sales services, growing and retaining the existing clientele.
Degrees, certifications, and relevant coursework
Bachelor’s Degree, Actuarial Science
2018 - 2023
Studied Actuarial Science.
Kenya certificate of secondary education
2014 - 2017
Grade: B+
Completed secondary education.
Software and tools used professionally
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