Qualifications

• BSC or HND degree in any related field.
• Proven Quality Assurance experience and techniques in a call center environment.
• Proficiency in the use of Microsoft Excel and Power Point.
• Great attention to details and a result driven approach.
• Analyze high volume of calls and messages of over 100 customers daily.
• Ability to oversee a team of call center agents.
• Resilience to prioritize tasks and complete them in a high-pressure environment.

Job role

• Responsible performing daily and monthly quality checks to maintain Green Africa’s standard within the gCare team.
• Identifying key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
• Monitor SLA for each gCare agent and ensure turnaround time between 25 min – 45 min.
• Managing and auditing reports for customer care activities and transactions to be shared with the Lead, gCare and Quality Assurance at the end of every month.
• Identifying soft skill gap within the team and develop training needs or interventions to attain customer experience and improve customer satisfaction for all gCare agents.
• Responsible for investigating customer complaints and provide corrective & prevention actions.
• Overseeing high volume of calls and messages.
• Daily audit and recording of customer interactions for structured feedback or recommendations (verbal or written).
• Ensuring compliance of all calls and email across the touch points as they align with Green Africa especially during disruptions.