Quality Assurance and Learning Assessor, Lome (Togo)

What you would be expected to do

• Create reports that reflect agents' performance.
• Report agent and team’s performance to leadership.
• Provide customer insights reports to management.
• Participate in Training/calibration sessions to maintain consistency in internal evaluations.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Assess agents’ interactions based on internal standards.
• Analyze all customer service metrics.
• Provide data on customer experience feedback and agent behavior.

You might be a strong candidate if you have

• Have 2-3 years of Call Center Experience.
• Have a bachelor's Degree in a Communication or Business-related field.
• Are passionate about positively impacting the lives of rural consumers.
• Are a strong collaborator with great interpersonal 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 and analytical skills.
• Have good knowledge of customer relationships or customer service practices.
• Fluency in Moba is an added advantage
• Can adapt well to change and successfully set and adjust priorities as needed.

What Sun King Offers

• An opportunity to grow as a professional in a dynamic, fast-growing, high-impact industry;
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlight who are driven by the challenge of continuously innovating and growing a smart, sustainable business with a profound impact on the world;
• 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 Greenlight Academy.