Vacancy title:
Call Center Quality Assurance Officer

Jobs at:
Mobisol Group Tanzania

Deadline of this Job:
23rd November2018

Duty Station:
Tanzania

Summary
Date Posted: 9th November 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

Mobisol Group is a leading global player in decentralised solar electrification. Driven by market demand for off-grid solutions beyond lighting, Mobisol designs, distributes and services large solar systems, seamlessly integrated with proprietary pay-as-you-go (PAYG) software. By combining the latest high-tech solar hardware with mobile payment technologies, the Berlin based company ensures affordability through flexible payment plans. Mobisol enables rural families and businesses to power a wide range of compatible appliances, such as televisions and stereos, thereby improving people’s standard of living and enabling incremental income from new solar-powered businesses. With over 750 employees, Mobisol runs its own operations in Tanzania, Kenya and Rwanda, while providing hardware and software solutions through a growing network of B2B partnerships in another nine countries worldwide.

JOB DETAILS:

WHAT THIS JOB IS ABOUT
Call Center Quality Assurance Officer is responsible for call center executives in ensuring that they make quality calls in-terms of giving correct information, are courteous, professional and resolve issues to the desired customer satisfaction standard by assessing both live and recorded calls and scoring them on a balance score card.

YOUR TASKS

• Develop and implement call quality processes and standards designed to improve the overall Mobisol 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 about Call center 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 center Agents, and conduct 1:1 coaching sessions
  

YOUR QUALIFICATIONS

• Relevant professional experience and academic background in social sciences.BA or diploma in social sciences.
  
• Proven experience to have worked in a call center for minimum of 1 year.
• Quality assessment experience will be an added advantage.
  
• Effective self-management – Good organizational and time management skills
  
• Excellent oral and written communication skills
  
• Resilience and ability to work under pressure
  
• Good knowledge of Microsoft Office Suite package
  

YOUR PERSPECTIVE
As a Call Center Quality Assurance Officer you will be able to see the execution of house holds having lights. With a very motivated team and professionals you will be able to grow in your career and also personally