About the Role
We are looking for a Quality Assurance & Learning Assessor for our clean cooking business arm. This role involves working closely with customer service executives, the training team, and customer service team managers to serve existing and potential clean cooking customers. The assessor is crucial in ensuring high customer satisfaction, a great customer experience, and equipping customer service executives with the necessary knowledge and skills for optimal efficiency.
Key Responsibilities (What you would be expected to do)
- Assess customer service executives’ call and ticket interactions based on internal evaluation standards and deliver evaluations with meaningful and constructive feedback.
- Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance, accompanying evaluations with meaningful and constructive feedback.
- Examine all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
- Ensure regular training content development derived from training needs assessments and changing business requirements.
- Work with the management team to identify and deliver positive change and business efficiencies, and highlight operational risks and areas for improvement.
- Ensure 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.
Qualifications and Attributes (You might be a strong candidate if you)
- Have 2-3 years of Call Center / Quality Assessor Experience.
- Hold a bachelor's Degree in a Communication or Business-related field.
- Are passionate about positively impacting the lives of rural consumers.
- Are a strong team player with 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.
- Have good knowledge of customer relationships or customer service practices.
- Can adapt well to change and successfully set and adjust priorities as needed.
