Associate Quality Assessor (Igbo Speaking) at Sun King (Formerly Greenlight Planet) Full Time

Job Title: Associate Quality Assessor (Igbo Speaking)

Location: Lagos
Employement Type: Permanent – Full Time
Department: EasyBuy Programme Management

About the Team
The team you would join:

• The Customer Service Team serves as the first point of contact for Sun King’s customers.  The team helps prospective and existing customers with products, services, payments, and customer relationship-related inquiries.
• Customer Service Executives play an important role in ensuring Sun King customers can access fair, reliable, and timely assistance for any product or service-related needs, ensuring the company provides strong customer service in line with its consumer protection.
• The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer-related inquiries.

About the Role

• The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

What you would be expected to do
Reporting:

• Create reports that reflect agents’ performance.
• Report agent and team’s performance to the management.
• Provide customer insights reports to management.

Customer service team engagement:

• Participate in calibration sessions to maintain consistency in internal evaluations.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participates in customer and client listening programs to identify customer needs and expectations.

Analysis:

• Assess agents’ interactions based on internal standards.
• Provide data on customer experience feedback and agent behavior.

Requirements
You might be a strong candidate if you

• Have a Bachelor’s Degree or its equivalent in a Communication or Business related field.
• Have 2-3 years as a Quality Assessor or Call Center personnel.
• Can Comfortably Speak Igbo and any other local language (Preferably Hausa or Yoruba fluently )
• Are passionate about positively impacting the lives of rural consumers.
• Work well with others and also have 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.
• Good with Data.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed.

What We Offer

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
• 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 King Academy.

Application Closing Date
Not Specified.