Call Centre Quality Assessor

Job description

What you would be expected to do:

Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance Accompany evaluations with meaningful and constructive feedback.
Check all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
Ensure regular training content development from training needs assessment derived from insights and changing business.
Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction.
Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (One to One), highlighting concerns that impact team performance

You might be a strong candidate if you:

Have 2-3 years of experience working in a call center as a quality assessor.
Have a bachelor’s degree in a communication or business-related field.
Be passionate about making a positive impact on the lives of rural consumers.
Be a strong team player with excellent people person skills to mentor your team to deliver on expectations.
Be comfortable working with PowerPoint and MS Excel.
Have outstanding customer service skills and dedication to providing exceptional customer care.
Possess exceptional listening skills.

What we offer (in addition to compensation and statutory benefits):

Professional growth in a dynamic, rapidly expanding, high-social-impact industry
An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

To apply click on the link here.