Contact Center Quality Assurance & Learning Assessor Job Sun King
- Kenya
- Permanent
- Full-time
- 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.
- 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 Center for Leadership.
Corporate Staffing