Sun King

Contact Center Quality Assurance Assessor

Sun King

full-time

Posted on:

Location Type: Hybrid

Location: Nairobi • 🇰🇪 Kenya

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Job Level

JuniorMid-Level

About the role

  • 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.

Requirements

  • 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.
  • Diversity and inclusion commitment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
call center experiencequality assessmentcustomer service practicesperformance metrics evaluationtraining content developmentprocess compliancecustomer interaction analysisfeedback deliveryteam improvement strategieschange management
Soft skills
mentoringteam playerpeople skillscustomer satisfaction focusadaptabilitylistening skillscommunicationconstructive feedbackorganizational skillsproblem-solving