Location : Cotonou, Benin Republic
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:
- 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.
- Review 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 changes 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.
You might be a strong candidate if you
- Have 2-3 years as a Quality Assessor or Call Center personnel.
- Can Comfortably Speak both Fon and Yoruba fluently.
- Conversational English is required for this position.
- 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.
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