Call Centre Quality Assessor Greenlight Planet Zambia

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.
• Check 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 experience working in a call center as a quality assessor.
• Have a bachelor’s degree in a communication or business-related field.
• Be passionate about making a positive impact on the lives of rural consumers.
• Be a strong team player with excellent people person skills to mentor your team to deliver on expectations.
• Be comfortable working with PowerPoint and MS Excel.
• Have outstanding customer service skills and dedication to providing exceptional customer care.
• Possess exceptional listening skills.

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 Center for Leadership.