Dispatch Quality Assurance Analyst

Description

Rescue.co is a rapidly growing tech startup revolutionizing emergency response. Our 24/7 Dispatch Center serves millions of Kenyans, while our platform powers Emergency Medical Service apps.

Our vision? Emergency help is minutes away, anytime, anywhere. In the past five years, we've built a lifesaving platform and the largest ambulance and responder network in East Africa. Our platform has slashed response times by over 80%, saving countless lives.

Now, we're expanding and seeking dedicated team members to steer this next phase of growth. If you're passionate, hardworking, and ready to make a difference, join us! We're a diverse team of over 60 specialists in business, operations, software engineering, and emergency dispatch, based in Nairobi but reaching across Kenya and beyond. Focused on achieving goals, we're always refining our tech and operations, guided by values like agility, grit, and innovation.

If you're passionate about making a difference during crises and can stay calm under pressure, we want you. We value teamwork, multitasking, attention to detail, and a love for new technology. Ready to bring your best to work every day, grow your career, and make a real impact? Come join us.

About the role: 

Join our dynamic team as a Quality Analyst! Reporting to the Director of Product Operations and collaborating closely with the Dispatch Director, you'll play a crucial role in ensuring top-notch customer care. We're looking for a detail-oriented, analytical, and self-starting individual with a high EQ to monitor dispatch calls, ensuring they are filled with empathy and active listening. If you have amazing communication skills, a sharp eye for detail, love diving into data, and enjoy turning reports into actionable insights, we'd love to hear from you! Come be part of a fun, supportive, and engaging environment where your skills can truly shine.

Here is what you’ll do:

• Review emergency calls from all dispatchers.
• Evaluate emergency calls based on predefined criteria to ensure protocols are being followed and to ensure excellent customer care and satisfaction 
• Analyse call data to detect trends and patterns.
• Identify areas for improvement in dispatch processes.
• Monitor and report on key performance indicators (KPIs), including call quality and customer satisfaction metrics.
• Alert and escalate critical issues to the relevant team lead for prompt resolution.
• Work collaboratively with cross-functional teams to refine dispatch protocols and procedures, promoting ongoing improvement in service delivery.
• Develop and deliver standardized weekly and monthly performance reports for all dispatchers that highlight key performance indicators (KPIs), call trends, and areas for improvement.
• Work with supervisors to provide coaching and process improvements based on QA findings.

Requirements

• Proven experience in quality assurance in a customer service or call center environment.
• Exceptional attention to detail and ability to accurately input and analyze data.
• Strong communication skills, both written and verbal, to effectively convey insights and collaborate with team members.
• Ability to work independently and efficiently, listening to numerous calls daily while maintaining focus and accuracy.
• Experience using QA software, call monitoring tools, and data visualization platforms.
• Proficiency in Microsoft Office suite and experience with data analysis tools preferred.
• A keen interest in promoting customer satisfaction and continuous improvement within the dispatch center.

Bonus Points if:

• Experience in a relevant field such as business administration, communications, or a related area is preferred.
• Previous experience in emergency dispatch or related fields, providing valuable insight into the role's unique challenges and demands.
• Certification in quality assurance methodologies or relevant training in customer service excellence.
• Demonstrated ability to derive actionable insights from data analysis and effectively implement process improvements.
• Strong problem-solving skills, with the capacity to identify root causes of issues and propose effective solutions.
• A proactive and adaptable mindset, able to thrive in a fast-paced environment and quickly adapt to evolving priorities and challenges.

Benefits

To ensure you bring your 100% self to work, we are happy to share with you what we are offering once you choose to join us at Rescue: 

• A chance to make an impact in a mission-driven organization. 
• A fun work environment in our Nairobi office
• Unlimited Paid Time Off
• Comprehensive Healthcare for you and your family
• Ambulance cover and roadside assistance by rescue.co
• Life Insurance

How to Apply

Join us in our mission to serve and uplift our community. Apply now and let's make a positive impact together! 

PS: While we're excited to read about your experience, please ensure your incredible journey is presented in a CV in PDF format.

At Rescue.co, we believe in the power of authenticity. We value you for who you are, regardless of your gender, age, ethnicity, race, sexual orientation, religion, veteran/military status, disability, or any other characteristic protected by local laws and regulations. Bring your true self to work!