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  • Posted: Mar 20, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    ENGIE is a leading global energy company that builds its businesses around a model based on responsible growth to take on energy transition challenges. We provide individuals, cities and businesses innovative solutions based on our expertise in 4 key sectors: independent power production, natural gas, renewable energy and energy efficiency services to a low...
    Read more about this company


    Quality Assurance Analyst

    Job Objective 

    • The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.
    • The Quality Assurance Analyst will monitor inbound and outbound calls to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
    • This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

    Responsibilities, Deliverables and Activities

    Key Responsibilities

    • Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience.
    • Submit periodic reports to your team lead on the call quality of CSRs.
    • Train CSRs/SCAs to improve interpersonal skills, technical accuracy, adherence to call scripts and ability to solve customer issues in a timely manner.

    Deliverables and Activities

    • Quality Control
    • Call Monitoring- Perform call monitoring and provide trend data to the management team and track individual and team performance.
    • Call Scripts and Procedures-
    • Develop call scripts and procedures for CSRs to use during calls with customers.
    • Feedback and Training- Provide feedback to call center team leaders and managers to help improve CSR performance.
    • Call Calibration- Coordinate and facilitate call calibration sessions for call center staff with the aim of improving CSR performance.
    • Training Materials- Develop training materials for CSRs to use in interactive learning sessions.
    • Training Sessions- Handle training sessions on identified skill gap and product knowledge refreshers.
    • Identifying Customer Needs-
    • Listening Programs- Participate in customer and client listening programs to identify customer needs and expectations.
    • Measure Service Quality-
    • NPS/CSAT- Conduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers

    Required Skills & Experience

    • Relevant Bachelor’s degree
    • At least 3 years Call Centre experience
    • Comfortable with analysis and interpretation of qualitative and quantitative data
    • Good written and verbal communication skills (English)
    • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
    • Ability to collaborate with multidisciplinary and diverse teams
    • Ability and drive to work independently

    Highly Desired Skills

    • Ability to organize, multi-task and prioritize tasks
    • Willingness and desire to learn new ideas.
    • High level of emotional intelligence
    • Ability to work both in teams and independently
    • Critical thinking skills (ability to think outside the box)
    • Good problem-solving skills (solutions oriented)
    • Good influencing and interpersonal skills

    Method of Application

    Interested and qualified? Go to Engie Africa on to apply

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