Quality Assurance and Learning Assessor, Lome (Togo)
Permanent - Full TimeJob Overview
Location: Lome, Togo
About the role:
The Quality Assurance and Learning, Assessor 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.
About the role:
The Quality Assurance and Learning, Assessor 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.
What you would be expected to do
- Create reports that reflect agents' performance.
- Report agent and team’s performance to leadership.
- Provide customer insights reports to management.
- Participate in Training/calibration sessions to maintain consistency in internal evaluations.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Assess agents’ interactions based on internal standards.
- Analyze all customer service metrics.
- Provide data on customer experience feedback and agent behavior.
You might be a strong candidate if you have
- Have 2-3 years of Call Center Experience.
- Have a bachelor's Degree in a Communication or Business-related field.
- Are passionate about positively impacting the lives of rural consumers.
- Are a strong collaborator with great interpersonal 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 and analytical skills.
- Have good knowledge of customer relationships or customer service practices.
- Fluency in Moba is an added advantage
- Can adapt well to change and successfully set and adjust priorities as needed.