Quality Assurance and Learning Assessor, Lagos (Nigeria) at Sun King

Lagos, Lagos State, Nigeria -

Full Time

Start Date

Immediate

Expiry Date

02 Jan, 26

Salary

0.0

Posted On

05 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Customer Service, Data Analysis, Performance Reporting, Feedback Delivery, Team Engagement, Communication Skills, Mentoring, Problem Solving, Adaptability, Listening Skills, Customer Relationship Management, Hausa Language, Yoruba Language, Microsoft Excel, Microsoft PowerPoint

Industry

Renewable Energy Semiconductor Manufacturing

Description

Quality Assurance and Learning Assessor, Lagos (Nigeria) Department: EasyBuy Program Management Employment Type: Permanent - Full Time Location: Nigeria Reporting To: Quality and Training Lead, Nigeria Description Job Location: Lagos, Nigeria About the role: The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes. What you would be expected to do Reporting Create reports that reflect agents' performance. Report agent and team’s performance to the management. Provide customer insights reports to management. Customer service team engagement Participate in calibration sessions to maintain consistency in internal evaluations. Accompany evaluations with meaningful and constructive feedback. Discuss and explain feedback with agents in regular meetings. Participates in customer and client listening programs to identify customer needs and expectations. Data Oriented Assess agents’ interactions based on internal standards. Provide data on customer experience feedback and agent behavior. You might be a strong candidate if you Have 2-3 years as a Quality Assessor or Call Center personnel. Can Comfortably Speak both Hausa and Yoruba fluently Have a bachelor's Degree or its equivalent in a Communication or Business related field. Are passionate about positively impacting the lives of rural consumers. Work well with others and also have great people skills to mentor your team to deliver on expectations. Are comfortable working with Powerpoint and MS Excel? Have outstanding customer service skills and dedication to providing exceptional customer care. Have exceptional listening skills. Good with Data. Have good knowledge of customer relationships or customer service practices. Can adapt well to change and successfully set and adjust priorities as needed. What Sun King offers 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.

Responsibilities

The Quality Assessor will create reports reflecting agents' performance and provide customer insights to management. They will also assess agents' interactions based on internal standards and engage with the customer service team to ensure a great customer experience.