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
Apply via :
jobs.engie.com