Associate Quality Assessor at Sun King (Formerly Greenlight Planet)

About the role:

The Quality 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

Reporting 

• Create reports that reflect agents' performance.
• Report agent and team’s performance to the management.
• Provide customer insights reports to management.

Customer service team engagement 

• Participate in 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.

Analysis

• Assess agents’ interactions based on internal standards. 
• Provide data on customer experience feedback and agent behavior.

You might be a strong candidate if you

• Have 2-3 years as a Quality Assessor or Call Center personnel.
• Can Comfortably Speak both Hausa and Yoruba fluently  
• Have a bachelor's Degree or its equivalent in a Communication or Business related field.
• Are passionate about positively impacting the lives of rural consumers.
• Work well with others and also have 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.
• Good with Data.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed.