Hybrid Quality Assurance and Learning Assessor

at Greenlight Planet

• Job title: Quality Assurance and Learning Assessor
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Lagos, Nigeria

About the role

• Quality Assessor responsible for customer service performance reporting and consistency. Working in Lagos to enhance customer service quality and team effectiveness.

Responsibilities

• Create reports that reflect agents' performance.
• Report agent and team’s performance to the management.
• Provide customer insights reports to management.
• 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.
• Assess agents’ interactions based on internal standards.
• Provide data on customer experience feedback and agent behavior.

Requirements

• 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.

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.