An international Solar systems and asset financing company that uses mobile technology to provide consumer-financing solutions for solar and other products to low-income customers in West Africa.
The management team has started several companies in Ghana, and their last company was acquired by a private equity firm in New York City.
We have raised funding from Rockefeller and Lemelson Foundations, Enbridge Energy, the GSM association among others.
Evaluate the allocated amount of calls per day & submit report to the relevant Team leader & the QE Supervisor on a daily basis.
Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule, number of emails evaluated, etc.).
Facilitate remote call monitoring sessions as needed
Recommend Side-by-side monitoring as needed
Adhere to the guidelines set by the unit, when evaluations are carried out.
Maintain forms and definitions documents
Demonstrate proficiency with respect to the skill sets process, procedures and product
Ability to transition between various units / sections in the call center.
Demonstrate mastery and comprehension of quality standards.
Ensure all quality and operational standards are maintained in line with company expectations.
Participate in coaching and feedback on occasion.
Participate in operations meeting.
Proficiency in use of Quality reporting
Report results of evaluations to appropriate Quality / Operations stakeholders daily.
Prepare & submit the Weekly & monthly reports on time.
Facilitate program specific internal calibration sessions.
Participate in calibration sessions for the pertinent teams on a weekly / monthly basis as requested.
Participate in performance improving task forces.
Participate in internal quality audits and recommend changes.
Updating of the call library on a weekly basis.
Identification of common reasons for non-achievement of recommends corrective actions.
Identification of new processes & existing process level issues & escalation.
Responsible to participate in re-training sessions conducted by the training unit & sign off the checklist on training versus conducted.
Responsible for carrying out tasks & assignments given by the management.
Support management focus on review of key drivers, metrics and operational processes (including Training)
Take responsibility & care of call center property and equipment.
Alert promptly, the Quality Manager in the event of any anomaly or malpractice within the call center.
Ideal candidate must be Fluent in Ewe, Hausa, Ga-Adangme and Krobo Ghanaian languages.
Skills and Attributes
Passionate about customer care.
Experience working with MSOffice.
Able to work well under pressure.
An excellent communicator.
Proven leadership abilities.
Able to coach other CCRs.