Quality Assurance and Learning Assessor, Lome (Togo)
Core
Ensure customer satisfaction and equip customer service executives with the right knowledge and skills for efficiency.
Role type
Quality Assurance and Learning Assessor
Builds
Customer service operations and agent performance standards
Domain
Customer Service / Call Center
Deliverable
dashboards & analysis
Required skills
Call center experience, performance reporting, training calibration, constructive feedback delivery, customer insights analysis, data analysis, MS Excel, PowerPoint
Preferred skills
Fluency in Moba, passion for impacting rural consumers, adaptability to change
Responsibilities
Create reports reflecting agents' performance, Report agent and team's performance to leadership, Provide customer insights reports to management, Participate in training and calibration sessions, Accompany evaluations with meaningful and constructive feedback, Discuss and explain feedback with agents, Participate in customer and client listening programs, Assess agents' interactions based on internal standards, Analyze all customer service metrics, Provide data on customer experience feedback and agent behavior
