Dennis Gitau Email & Phone Number

Nairobi County, Kenya

As a QA team lead in a BPO, I am responsible for overseeing the quality of work done by the QA team. This includes ensuring that the team adheres to standard operating procedures, meets performance metrics, and provides excellent customer service.I am responsible for training and coaching team members, identifying areas for improvement, and developing and implementing quality improvement plans. I work closely with the management team to establish quality goals and ensure that the team meets those goals.I am also responsible for managing quality assurance documentation and maintaining records of quality metrics. I analyze data to identify trends and areas for improvement and provide regular reports to management.In addition, I conduct quality assurance audits, provide feedback to team members, and develop action plans to address any identified issues. I am also involved in the hiring and onboarding process for new team members.Overall, as a QA team lead, I play a critical role in ensuring that BPO provides high-quality services to its clients and customers.

Nairobi County, Kenya

Team Management - Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures.Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and sales targets.Coaching and Training - Team Members need constant coaching, monitoring and training to enhance their skill set, product knowledge and customer service capabilities.Work Allocation -Assigning tasks, projects and client assignments based on each team member’s skill set and workload capabilities.Quality Assurance - Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents.

Nairobi County, Kenya

As an RTA (Real-Time Analyst) in a BPO (Business Process Outsourcing) company, I was responsible for monitoring real-time operations to ensure that the company's service level targets were met. My main duties as an RTA in a BPO included:Monitoring real-time performance: I monitored the real-time performance of the operations team to ensure that the service level targets were being met.Analyzing data: I analyzed real-time data to identify trends, patterns, and opportunities for improvement.Identifying and addressing issues: I identified and addressed any issues that arose during the shift to ensure that service levels were maintained.Creating and updating reports: I created and updated reports on real-time performance, including service levels, staffing levels, and other key performance indicators.Forecasting future performance: I used historical data and trends to forecast future performance and identify areas where improvements could be made.Collaborating with other departments: I collaborated with other departments, such as scheduling and workforce management, to ensure that staffing levels and other resources were aligned with the company's goals and objectives.Overall, I played a critical role in ensuring that the BPO company met its service level targets, which was essential for maintaining client satisfaction and retention.

Nairobi County, Kenya

As a QA specialist in a BPO company, I was responsible for ensuring that the services provided by the company met the required quality standards. My main duties as a QA specialist in a BPO included:Developing quality standards and guidelines: I was responsible for developing and implementing quality standards and guidelines that ensured the services provided by the company met or exceeded the expectations of clients.Monitoring calls and transactions: I monitored calls and transactions handled by customer service representatives to ensure they were complying with the company's quality standards and guidelines.Conducting quality audits: I conducted quality audits on customer service representatives to evaluate their performance and identify areas that needed improvement.Providing feedback and coaching: I provided feedback and coaching to customer service representatives to help them improve their performance and meet the company's quality standards.Analyzing data: I analyzed data related to customer interactions and service delivery to identify trends and areas that needed improvement.Reporting and documentation: I prepared reports and documents on the results of quality audits and provided recommendations for improvement to management.Overall, I played a critical role in ensuring that the services provided by the BPO company met the highest standards of quality, which was essential for maintaining client satisfaction and retention.

As a customer success agent, my main responsibility was to ensure that our customers had a positive experience with our products or services. I built and maintained strong relationships with customers by being their point of contact for any questions or concerns they had.To ensure customer satisfaction, I provided product training, offered guidance on how to use the product or service effectively, and troubleshooted any issues that customers experienced. Additionally, I was also responsible for upselling or cross-selling products or services to existing customers.Another important part of my role was gathering feedback from customers and relaying it to other departments within the company to improve products or services. This helped to ensure that our customers were getting the most value out of their purchases and remaining loyal to the company.Overall, my primary goal as a customer success agent was to build strong, long-term relationships with customers, while also ensuring that they were satisfied with their purchases and getting the most out of our products or services.