Operation Analyst

1.Support performance improvement by capturing actionable feedback data during customer
surveys and field visits
2.Use the data captured to draw conclusions and come up with appropriate initiatives to be
implemented in order to improve our services, innovation and operating processes.
3.Analyze, document and review business processes to maximize efficiency, value for customer
and business growth for Wasoko.
4.Maintain a knowledge base of all processes, procedures, pilots and insights collected by the
team.
5.Identify income / GMV generating avenues from a customer based perspective.
6.Communicating, following up and coordinating with other departments in order to seek
solutions for issues raised.
7.Prepares meaningful data analysis to draw conclusions and execute process or service
management improvements
8.Understand our core processes and ensure that all departments adhere and follow the set
processes
9. Any other legal duties that may be assigned.

1.Generate regular reports from the feedback collected from the portfolio of agents assigned to.
2.Handle inbound calls by agents and accurately transcribe the recorded details in the
recommended format as outlined.
3.Diligently handle customers/business partners' inquiries via telephone and/or SMS.
4.Manage and resolve customers'/partners' complaints.
5. Provide existing and prospective clients with product and service information by clearly
explaining procedures; answering questions and queries; providing information in accordance
with the Company’s policies and procedures.
6.Identify and escalate priority issues that need to be handled at a different level, and do the
necessary follow-up of customer concerns.
7.Accurately document all customer interaction information according to standard operating
procedures as the Company shall detail to you from time to time.
8.Ensure high-quality results by adhering to standards and guidelines as well as identify
customer service process gaps and recommend improvement in procedures.
9.Troubleshoot Mobile App Related issues and providing first-level resolutions to the
customers/business partners.
10.Make outbound calls to field agents to accurately collect feedback and assist them to resolve
any challenges.
11.Manage, coach and develop a high performing team that meets agreed objectives and delivers
best practice results, added value and continuous improvements.
12.Provide feedback through regular performance evaluations and ensure field agents are held
accountable in accordance with the Human Resource policies.

1.Telesales and Cold Calling,conduct successful telesales and closing of clients in an effective
way.
2.Marketing Research and Customer Needs,Through conducting Research to identify new
markets and customer needs.
3.Risk Assessment and Management,By conducting proper due diligence on KYC
documentation of all customers Application accounts to mitigate fraud.
4.Report Preparation and Management,Preparing daily, weekly and monthly reports through the
sales pipeline so as to keep abreast with targets versus actual achievements.
5.Performance Management-Monitor and Evaluation,Customers evaluation through appraisals
and initiation of corrective actions where necessary to improve performance of their accounts
and attainment of their set targets.
6.B2C and B2B Sales Management,Through these skills product knowledge, sales performance
tracking and reporting.
7.Customer Service, Assisted customers with making them understand our loan products.
8.KYC Documentation and Data Entry,Which will enhance generation of advanced analysis that
may be required for reporting and Management.
9. AML,Through regular KYC documents handling for clients for various levels.

1. Manage daily administrative tasks.
2. Conduct market research and identify new opportunities.
3.Gather and analyze consumer behavior data (e.g. web traffic and rankings).
4. Generate reports on marketing and sales metrics.
5.Contribute to collaborative efforts and organize promotional events.
6.Coordinate with the marketing design and content teams to generate digital and print
advertising material.
7.Maintain and update impeccable records of marketing metrics and results of past campaigns.
8.Prepare and deliver regular sales forecasting reports.
9.Monitor and report competitors’ marketing and sales activities.