CALL CENTER QUALITY ANALYST
African Bagg
GHANA
6d ago

COMPANY PROFILE

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.

RESPONSIBILITIES :

  • 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.
  • REQUIREMENT

  • Bachelor’s degree
  • 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.
  • Apply
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