Specialist, gCare and Quality Assurance at Green Africa

Job Role

• Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team
• Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction
• Monitor SLA for each gCare agent and ensure turnaround time between 25 min - 45 min
• Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month
• Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents
• Responsible for investigating customer complaints and provide corrective & prevention actions
• Overseeing high volume of calls and messages
• Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written)
• Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.

Qualifications

• Candidates should possess a B.Sc or HND in any related field
• Proven Quality Assurance experience and techniques in a call center environment 
• Proficiency in the use of Microsoft Excel and Power Point
• Great attention to details and a result driven approach
• Analyze high volume of calls and messages of over 100 customers daily
• Ability to oversee a team of call center agents
• Resilience to prioritize tasks and complete them in a high-pressure environment

Must have skills:

• Time management Analytical Communication Attention to details Problem solving
• Good to have skills
• Interpersonal Decision-making Leadership Organization.