JOSEPH KAMAU

Experience

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  COUNTRYSIDE BROADCASTING COMPANY

  Jan 2014 - May 2014

  ASSISTANT I.T MANEGER INTERN POSITION

  Overseeing the broadcasting of two radio station and transmission of waves and maintenance of hardware and updating of software.Assembling of hardware for the purpose of live broadcasting and broadcasting of live shows with no supervision.Overseeing the operation of two radio station and broadcasting.Observing and maintaining terrestrial terminals (transmission terminals).Network maintenance upgrading and troubleshooting including fibre and cable (LAN) termination.Recovering the company from system failure and crush as a result of power and hardware failures.Data backups and updating.Training of the staff on use of the new hardware and software.Hardware repairs and frequent upgrades. Show less

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  Techno Brain BPO / (ITES) Limited

  May 2014 - Apr 2015

  Data Analyst

  Regular training of the agents on new technique’s and regulation of the task and programs.Updating and keeping off stats off all agents for the purpose of production monitoring and quality management.Correcting and helping of other agents who may need my assistance.Holding of video conferencing to update clients on the current and on-going progress of task.Also underwent a HQA (highest quality control agent ) training where I was entitled to oversee and correct task of different agents from different work stations Show less

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  TECNO BRAIN

  Apr 2015 - Aug 2015

  SENIOR AGENT

  Works closely with Quality Leaders to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market.As new Content Policies are being developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place.Delivers just-in-time training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis.Manages investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.Mentors auditors on the use of audit tools and systems.Develops process documentation and aggregates feedback about the functionality of audit tools.Develops a plan on the method and frequency of assessing the quality of transactions against set best standards across work streams and communicating the same to the relevant stakeholders on a weekly basis.Provide feedback to Team Leaders on identified quality gaps that individual members of the team need to improve on, for coaching.Provide recommendations on measures that should be taken to improve quality/defect reduction across the different business workstreams.Analyze client feedback to determine the validity and needed interventions.Compile and send daily, weekly and monthly quality reports to the Training and Quality Manager and the relevant stakeholders.Collaborate with Operations to ensure that best standards are revised and updated where need be.Keep an up-to-date record of individual agents’ quality performance for use in performance reviews.Participate in team briefings to provide the Quality Analysis objective and also sit in calibration sessions. Show less

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  Samasource

  Aug 2015 - now

  Lead Quality Assurance Analyst

  Responsible for analyzing the levels of quality of work in the different work streams, measuring compliance against set standards and recommending actions to be taken to improve quality based on assessment findings.Assess agent’s transactions and advice on required measures to improve quality, compile and send reports to the Training & Quality Manager and to other relevant stakeholders in order to assist the Training and Quality Manager in setting quality standards across the organization work streamsDevelop a plan on method and frequency of assessing the quality standards across the workstreamsAssess the quality of transactions against set best standardsProvide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.Occasionally evaluate set standards and determine the need for changes to ensure consistent improvement in standards of workProvide recommendations on measures that should be taken to improve quality improvement across the different business work streams.Analyze client feedback to determine validity and needed interventionsCommunicate quality assessment plans to the relevant stakeholders weekly.Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Manager and the relevant stakeholders.Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.Collaborate with Operations to ensure that best standards are revised and updated where need be.Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training. Show less