• Application Deadline:
• Position: French Speaking Associate Quality Assessor


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  

Job Duties

What you would be expected to do:

Reporting:

• Create reports that reflect agents' performance.


• Report agent and team’s performance to leadership.


• 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. 


• Analyze all customer service metrics. 


• Provide data on customer experience feedback and agent behavior.

Requirements

You might be a strong candidate if you:

• Have 2-3 years of Call Center Experience.


• Must be able to speak French fluently


• Have a bachelor's Degree in a Communication or Business related field.


• Are passionate about positively impacting the lives of rural consumers.


• Are a strong collaborator with great interpersonal 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 and analytical skills.


• Have good knowledge of customer relationships or customer service practices.


• Can adapt well to change and successfully set and adjust priorities as needed.