Contact Center Quality Assurance & Learning Assessor - Clean Cooking

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
  

• Assess customer service executives’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
  
• Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance accompany 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 from training needs assessment derived from insights and changing business.
  
• Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
  
• Ensuring 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.