Caroline Ngichu

Addressing inquiries, resolving issues, and providing assistance with products or services. Their responsibilities often include handling customer complaints, processing orders, and maintaining a friendly and helpful demeanor. Effective communication skills, empathy, and problem-solving abilities are essential in this role, as representatives strive to enhance customer satisfaction and loyalty while upholding the company's values and standards

Analyze taskers’ work output against guidelines/standards and providing feedback
Coaching taskers and helping them improve on weaknesses
Providing feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching
Compiling and sending daily, weekly and monthly quality reports to the Quality Analyst Supervisor and other relevant stakeholders
Collaborating with Operations to ensure that best standards are revised and updated where need be
Providing feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings
Maintaining an up-to-date record of individual taskers’ quality performance for use in performance reviews

Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times
Responding promptly to customer inquiries via phone and through emails and chats
Communicating with customers through various channels
Acknowledging and resolving customer complaints
Knowing products inside and out to respond to customer inquiries efficiently
Keeping records of customer interactions, transactions, comments, and complaints
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service process
Ensuring customer satisfaction and providing professional customer support
Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
Managing database records, drafting status reports on customer service issues
Data entry and research as required to troubleshoot customer problems

Segmentation of various attributed on the workflow
Collect requirements, design and develop the annotator product focusing on the frontend application & its integration
Design and experiment with user interaction for complex medical image annotation tasks
Recognize objects and boundaries and to segment images
Drawing bounding boxes on assigned objects
Inspiring and supporting teammates to deliver quality work as per client specifications
Processing data as per client specifications
Verifying entered data by reviewing, correcting, or re-entering data as required
Purging data files to eliminate data redundancy and data inconsistency
Maintaining data requirements by following procedures and techniques while meeting and maintaining the required quality threshold
Contribute to team effort and participating in team work to accomplish the required results across various projects at Samasource
Performing any other delegated role assigned by line manager as required