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.

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.

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.

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.

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.