Contact Center Quality Assurance & Learning Assessor - Malawi

What you will 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
• Examine 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 change 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/are

• Have 2-3 years of Call Center / Quality Assessor Experience.
• Hold a bachelor's Degree in a Communication or Business-related field.
• Are passionate about positively impacting the lives of rural consumers.
• Are a strong team player with 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.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.