ENGIE Energy Access Kenya Call Center Quality Assessment Intern Jobs

ENGIE Energy Access Kenya Call Center Quality Assessment Intern Jobs


About ENGIE Energy Access

  • ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy.

  • The PAYGo solar home systems are financed through affordable installments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

    Responsibilities

  • Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met 4 calls per agent.

  • Ensure call Center executives have standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.

  • Ensures customer reports are logged in Solar Hub immediately

  • Weekly quality score reports generated both at executives and team level.

  • Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.

  • Mentor and support call Center executives to effectively serve customers.

  • Design and implement training sessions for weak areas of call Center executives.

  • Implement the CSI and NPS within the call Center
    and across.

  • Implement any survey request within the call Center

  • Monitor executive’s performance to deliver valuable data that can help with the modification of agent behaviour, skills, sales performance, and improving the customer experience.

  • Develop evaluation programs and communicate performance standards and metrics to the team.

  • Conduct one on one quality feedback sessions with call center executives if need be.

  • Coach Call center executives to achieve required quality standards and daily metrics through set call protocols and system processes.

  • Provide real time feedback to the call center team leaders.

  • Retrieve sales calls and settle sales conflicts occasionally.

    Knowledge and skills

    Experience:

  • Minimum of <1 years of experience performing Quality Assurance in a contact centre environment in all multiple channels (phone, chat, e-mail, social media)

  • Experience with CSI and NPS methodology

  • 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

  • Proficient in Word, Excel, and PowerPoint for presentations and reports required.

  • Telemarketing/Sales force experience in financial sector preferred.

  • Good knowledge of new products on the market in marketing (including digital marketing)

  • High energy and enthusiasm

  • Experience in financial services a plus

    Qualifications:

  • Bachelor’s Degree or it equivalent

    Language(s):

  • English

  • French is a plus

    Technology:

  • Experience in technology required for the role.

    How to Apply

  • For more information and job application details, see; ENGIE Energy Access Kenya Call Center Quality Assessment Intern Jobs


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