Call Center Quality Assessor (m/w/d)

Job Description

We are looking for a Call Center Quality Assessor who will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

Department: EasyBuy Program Management
Employment Type: Permanent - Full Time
Location: Malawi
Workplace type: Onsite
Reporting To: Quality Assurance and Training Manager, Africa

What you would be expected to do

• Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
• Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance accompany evaluations with meaningful and constructive feedback.
• Examine all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
• Ensure regular training content development from training needs assessment derived from insights and changing business.
• Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction.
• Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (One to One), highlighting concerns that impact team performance.

You might be a strong candidate if you

• Have 2-3 years of Call Center / Quality Assessor Experience.
• Hold a bachelor's Degree in a Communication or Business-related field.
• Are passionate about positively impacting the lives of rural consumers.
• Are a strong team player with great people skills to mentor your team to deliver on expectations.
• Are comfortable working with PowerPoint and MS Excel.
• Have outstanding customer service skills and dedication to providing exceptional customer care.
• Have exceptional listening skills.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed.

What we offer (in addition to compensation and statutory benefits)

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.