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Requisition ID: 42849
Job Title: Quality Assurance Officer
Department: Customer Experience
Reporting line: Head of Customer Experience
Location: Kenya
ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.
Call Center Quality Assurance Officer is responsible for a team of call center executives. QA’s ensure call center executives provide excellent customer service to customers. QA makes sure call center employees give accurate information in a courteous and professional manner by assessing both live and recorded calls and scoring them by using a defined scorecard. This role offers an excellent opportunity to self-challenge, drive results with excellence and innovate within the confines of a fast-growing start-up organization.
Call center Quality assurance Team is responsible with providing calibrations training on the overall calls quality and scripts standards within the call center and ensures representatives are providing thorough and accurate information; resolve issues to a high standard of customer satisfaction and practice First Contact Resolution (FCR) all times. Quality Assessor/s (QA) monitors Customer Call Centre Executives during in/outbound calls and assesses them for adherence to call processes, technical accuracy and overall delivery of customer service excellence. Further, QA provides an advanced call quality assessment and reporting overview which supports the department in accurately targeting effective coaching and training methods. The QA also analyze call center trends with the support of IT and Senior Data Analyst
Develop and implement call quality processes and standards designed to improve the overall ENGIE Energy Access customer experience
Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met
Provide objective assessment of Call Centre Officers compliance of process and adherence to procedures for calls with customers
Use the quality call management tool to compile and provide performance review reports
Design and implement training sessions for weak areas of Call Centre Agents, and conduct 1:1 coaching session
Use the feedback mechanism to motivate executives via daily mail.
Ensure call center has standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
Provide Team support which includes:
Provide daily/weekly feedback to Team Leaders regarding the quality standards of their representatives
Develop a weekly plan with the Quality Team to improve call quality amongst representatives
Escalate any roadblocks to supervisor immediately
Implement ideas for creating a professional, motivating and fun working environment within the call centre
Perform Quality Assurance Evaluations
Develop evaluation programs and Communicate performance standards and metrics to the team
Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
Monitoring agent’s performance to deliver valuable data that can help with the modification of agent behaviour, sales performance, and improving customer experience
Ensure customer reports are logged in Solar Hub immediately.
Monitor representative calls and assignments Management
Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for improvement.
Assess representative performance based on required quality standards and protocols.
Conduct 1-on-1 quality feedback sessions with Vall Centre executives if need be
Coach Call Centre executives to achieve the required quality standards and daily metrics through set call protocols and system processes.
Mentor and support call Centre executives to effectively serve customers.
Evaluate Call Centre executive quality performance, and enact appropriate disciplinary procedures when required
Experience:
Minimum of 3 years of experience performing Quality Assurance in a contact center environment in multiple channels (phone, chat, e-mail, social media).
Experience developing and implementing QA programs highly preferred
Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
Exceptional listening and analytical skills
Telemarketing/S Sales force experience in financial sector preferred
Good knowledge of MS Office
Good knowledge of new products on the market in the area of marketing (including digital marketing)
High energy and enthusiasm
Experience in financial services a plus
Passion for ENGIE Energy Access´s vision to plug in the world
Bachelor’s degree in a Business related field or any other related field.
Language(s):
English
Kiswahili
Technology:
Computer literacy, particularly good working knowledge of Microsoft Excel.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!
Division: Energy Access
Legal Entity: Engie Mobisol Kenya Limited
Contract Type: Fixed-Term
Job Type: Full - Time
Professional Experience: Skilled ( >3 experience <15 years)
Education Level: Bachelor's Degree
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