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Call Centre Quality Assessor job at Greenlight Planet Zambia
Greenlight Planet
Website : https://www.greenlightplanet.com
21 Days Ago
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Call Centre Quality Assessor
2025-04-16T14:50:24+00:00
Greenlight Planet Zambia
https://www.greatzambiajobs.com/jsjobsdata/data/employer/comp_4528/logo/Greenlight%20Planet.png
FULL_TIME
 
Lusaka
Lusaka
10101
Zambia
Business Management and Administration
Customer Service
ZMW
 
MONTH
2025-04-18T17:00:00+00:00
 
Zambia
8

What you would be expected to do:

  • Assess agents’ 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.
  • Check 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

You might be a strong candidate if you:

  • Have 2-3 years of experience working in a call center as a quality assessor.
  • Have a bachelor’s degree in a communication or business-related field.
  • Be passionate about making a positive impact on the lives of rural consumers.
  • Be a strong team player with excellent people person skills to mentor your team to deliver on expectations.
  • Be comfortable working with PowerPoint and MS Excel.
  • Have outstanding customer service skills and dedication to providing exceptional customer care.
  • Possess exceptional listening skills.

What we offer (in addition to compensation and statutory benefits):

  • Professional growth in a dynamic, rapidly expanding, high-social-impact industry
  • An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
  • A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
  • Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
Assess agents’ 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. Check 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
Have 2-3 years of experience working in a call center as a quality assessor. Have a bachelor’s degree in a communication or business-related field. Be passionate about making a positive impact on the lives of rural consumers. Be a strong team player with excellent people person skills to mentor your team to deliver on expectations. Be comfortable working with PowerPoint and MS Excel. Have outstanding customer service skills and dedication to providing exceptional customer care. Possess exceptional listening skills.
Have 2-3 years of experience working in a call center as a quality assessor. Have a bachelor’s degree in a communication or business-related field. Be passionate about making a positive impact on the lives of rural consumers. Be a strong team player with excellent people person skills to mentor your team to deliver on expectations. Be comfortable working with PowerPoint and MS Excel. Have outstanding customer service skills and dedication to providing exceptional customer care. Possess exceptional listening skills.
bachelor degree
24
JOB-67ffc3b09a2cf

Vacancy title:
Call Centre Quality Assessor

[Type: FULL_TIME, Industry: Business Management and Administration, Category: Customer Service]

Jobs at:
Greenlight Planet Zambia

Deadline of this Job:
Friday, April 18 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Wednesday, April 16 2025, Base Salary: Not Disclosed

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Learn more about Greenlight Planet Zambia
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JOB DETAILS:

What you would be expected to do:

  • Assess agents’ 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.
  • Check 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

You might be a strong candidate if you:

  • Have 2-3 years of experience working in a call center as a quality assessor.
  • Have a bachelor’s degree in a communication or business-related field.
  • Be passionate about making a positive impact on the lives of rural consumers.
  • Be a strong team player with excellent people person skills to mentor your team to deliver on expectations.
  • Be comfortable working with PowerPoint and MS Excel.
  • Have outstanding customer service skills and dedication to providing exceptional customer care.
  • Possess exceptional listening skills.

What we offer (in addition to compensation and statutory benefits):

  • Professional growth in a dynamic, rapidly expanding, high-social-impact industry
  • An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
  • A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
  • Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

 

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

 

All Jobs | QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Friday, April 18 2025
Duty Station: Lusaka | Lusaka | Zambia
Posted: 16-04-2025
No of Jobs: 1
Start Publishing: 16-04-2025
Stop Publishing (Put date of 2030): 16-04-2066
Apply Now

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