Responsibilities

• 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

Knowledge and skills 

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

Qualifications:

• Bachelor’s degree in a Business related field  or any other related field.

Language(s): 

• English
• Kiswahili