Job Purpose/Mission

Call Center Quality Assurance Officer is responsible for a team of call center executives. QA’s ensure call center executives provide excellent customer service to customers. QA makes sure call center employees give accurate information in a courteous and professional manner by assessing both live and recorded calls and scoring them by using a defined scorecard. This role offers an excellent opportunity to self-challenge, drive results with excellence and innovate within the confines of a fast-growing start-up organization.

Call center Quality assurance Team is responsible with providing calibrations training on the overall calls quality and scripts standards within the call center and ensures representatives are providing thorough and accurate information; resolve issues to a high standard of customer satisfaction and practice First Contact Resolution (FCR) all times. Quality Assessor/s (QA) monitors Customer Call Centre Executives during in/outbound calls and assesses them for adherence to call processes, technical accuracy and overall delivery of customer service excellence. Further, QA provides an advanced call quality assessment and reporting overview which supports the department in accurately targeting effective coaching and training methods. The QA also analyze call center trends with the support of IT and Senior Data Analyst

Responsibilities

• Develop and implement call quality processes and standards designed to improve the overall ENGIE Energy Access customer experience
• Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met
• Provide objective assessment of Call Centre Officers compliance of process and adherence to procedures for calls with customers
• Use the quality call management tool to compile and provide performance review reports
• Design and implement training sessions for weak areas of Call Centre Agents, and conduct 1:1 coaching session
• Use the feedback mechanism to motivate executives via daily mail.
• Ensure call center has standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
• Provide Team support which includes:
  • Provide daily/weekly feedback to Team Leaders regarding the quality standards of their representatives
  •  Develop a weekly plan with the Quality Team to improve call quality amongst representatives
  • Escalate any roadblocks to supervisor immediately
  • Implement ideas for creating a professional, motivating and fun working environment within the call centre
• Perform Quality Assurance Evaluations
• Develop evaluation programs and Communicate performance standards and metrics to the team
• Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
• Monitoring agent’s performance to deliver valuable data that can help with the modification of agent behaviour, sales performance, and improving customer experience
• Ensure customer reports are logged in Solar Hub immediately.
• Monitor representative calls and assignments Management
• Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
• Assess representative performance based on required quality standards and protocols.
• Conduct 1-on-1 quality feedback sessions with Vall Centre executives if need be
• Coach Call Centre executives to achieve the required quality standards and daily metrics through set call protocols and system processes.
• Mentor and support call Centre executives to effectively serve customers.
• Evaluate Call Centre executive quality performance, and enact appropriate disciplinary procedures when required

Knowledge and skills

Experience:

• Minimum of 3 years of experience performing Quality Assurance in a contact center environment in multiple channels (phone, chat, e-mail, social media).
• Experience developing and implementing QA programs highly preferred
• Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
• Exceptional listening and analytical skills
• Telemarketing/S Sales force experience in financial sector preferred
• Good knowledge of MS Office
• Good knowledge of new products on the market in the area of marketing (including digital marketing)
• High energy and enthusiasm
• Experience in financial services a plus
• Passion for ENGIE Energy Access´s vision to plug in the world

Qualifications:

• Bachelor’s degree in a Business related field  or any other related field.

Language(s):

• English
• Kiswahili

Technology:

• Computer literacy, particularly good working knowledge of Microsoft Excel.