Call Centre Quality Assurance & Learning Assessor
Permanent - Full TimeJob Overview
Location: Nampula, Mozambique
About the role:
The Quality Assurance & 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 & 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;
- 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.
- Review 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.
- A bachelor's Degree in a Communication or Business-related field.
- Passion for positively impacting the lives of rural consumers.
- Strong sense of partnership with excellent relationship skills to guide your team and meet expectations.
- Ease of working with PowerPoint and MS Excel.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Exceptional listening and evaluation skills.
- Good knowledge of customer relationships or customer service practices.
- Ability to adapt well to change and successfully set and adjust priorities as needed.
- Proficiency in both English and Portuguese, with strong communication skills in Emakhuwa, is a must.