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As an African oil company with a history dating back to 1897, we’ve spent every decade since then enriching the lives of the continent’s people. We’ve done this by identifying opportunities, finding innovative solutions, and providing energy that fuels Africa’s growth. It’s why we now hold presence in 17 countries in sub-Saha…
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Quality Assessor
Purpose of the Job
Who You Are:
- You are a dynamic thinker with a high aptitude for learning
- You have built credibility within your organisation and amongst your peers
- You are a self-motivator and self-starter
- You provide outstanding customer service skills and dedication to providing exceptional customer care
- You have exceptional listening and analytical skills
- You have a reputation for being insightful and operating with integrity
- You have the ability to multitask and successfully operate in a fast paced, team environment
- You are able to effectively deal with people at all levels inside and outside of the Company
What you’ll have done before
- 3-4 years Call Center Experience in 3 or more departments.
- SAP ERP P00 knowledge and understanding
- SAP CRM Knowledge and understanding
- Knowledge and understanding of Call Centre and business processes.
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Advantageous:
- Operational Management
- Bi-lingual – English and African language
- QA experience
- Exciting Challenges you might face in the role
- Functional expertise and leadership to assist management in strategic decision making.
- Business collaboration and integration to attain performance and organisational goals.
- Root cause analysis of underperforming metrics in the call centre
What you’ll be doing
- Participates in design of call monitoring formats and quality standards.
- Focus on quality and customer service
- Performs call monitoring and provides trend data to management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of customer care email responses.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
Method of Application
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