Quality Assurance Specialist at BFREE Africa

Job Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback to agents and line manager
• Reviews email responses and provides trend data, quality reports, and feedback to agents and line manager
• Participates in the design of call/email monitoring formats and quality standards.
• Participates in Member listening programs to identify customer needs and expectations.
• Facilitates call training and calibration sessions for call centre staff.
• Perform other duties as assigned.

Occupational Experience & Requirements

• 2-3 years Call Center Experience.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Focus on quality and customer service.
• Exceptional listening, comprehension and analytical skills.
• Solid time management skills.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word and PowerPoint, basic Excel).

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment
• Knowledge of Microsoft Office Suite Products