Contact Center Quality Assurance & Learning… at Greenlightplanet

Job location: Lilongwe, Malawi

About the role: We are looking for a Quality Assurance & Learning Assessor who will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers. The assessor will ensure that customers are satisfied with the service offered and have a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

Responsibilities

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.

Skills

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

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.