Greenlight Planet Customer Service Quality Assessor Jobs in Kenya

Greenlight Planet Customer Service Quality Assessor Jobs in Kenya


The Role

  • Quality assurance assessor is responsible for evaluating accuracy and quality of customer care team across various platforms – call center, system processes, social media, and online chat.

  • The QA will monitor inbound and outbound call, email responses, chat transcripts to assess team demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

  • Assists in developing, creating and implementing customer care quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience. QA analyst reports to the Customer Service Manager. .

    Job Brief

    • Maintain and develop internal support and call center quality standards;

    • Review a subset of customer service agents’ conversations (calls, Social media responses , etc)

    • Assess call centre call and systems interactions based on internal standards;

    • Accompany evaluations with meaningful and constructive feedback;

    • Discuss and explain feedback with agents in regular meetings;

    • Analyze all customer service metrics (e.g. FCR, AHT ,CSAT , NPS) and how the support team’s performance affects those KPIs;

    • Create strategies to improve support KPIs;

    • Help agents improve their performance with specific instructions and constant support;

    • Map the need for training and onboarding programs and initiate these projects;

    • Monitor customer service performance on the agent and team level;

    • Create reports that reflect customer service support performance;

    • Participate in calibration sessions to maintain consistency in internal evaluations;

    • Contribute to the team
    culture in a positive manner

    • Provides feedback to customer care managers

    • Prepares and analyzes internal and external quality reports for management staff review

    • Perform other duties as assigned

    Job Qualifications

    • Bachelor 's Degree

    • Excellent people skills and ability to work with large group of team members, 100+

    • Excellent verbal, written and interpersonal communication skills

    • Outstanding customer service skills and dedication to providing exceptional customer care

    • Must be self-motivator and self-starter

    • Focus on quality and customer service

    • Exceptional listening and analytical skills

    • Must adapt well to change and successfully set and adjust priorities as needed

    • Must be proficient with Microsoft Office (intermediate Word, basic Excel)

    • Good organizational skills, knowledgeable in goal-setting practices;

    • Examples of data visualization abilities and understanding of support metrics;

    • Perception of basic business metrics and how support impacts those;

    • Problem-solving capabilities to create meaningful strategies to improve Customer service quality

    How to Apply

    For more information and job application details, see; Greenlight Planet Customer Service Quality Assessor Jobs in Kenya

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