Quality Assessor

Reporting to: Quality Assurance and Training Officer

The Role:

Quality assurance assessor is responsible for evaluating accuracy and quality of customer care team across various platforms – call center, ,system processes , social media, online chat. The QA will monitor inbound and outbound call, email responses, chat transcripts to assess team demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Assists in developing, creating and implementing customer care quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience. QA analyst reports to the Customer Service Manager.

Job brief

Maintain and develop internal support and call center quality standards;
Review a subset of customer service agents’ conversations (calls, Social media responses , etc)
Assess call centre call and systems interactions based on internal standards;
Accompany evaluations with meaningful and constructive feedback;
Discuss and explain feedback with agents in regular meetings;
Analyze all customer service metrics (e.g. FCR, AHT ,CSAT , NPS) and how the support team’s performance affects those KPIs;
Create strategies to improve support KPIs;
Help agents improve their performance with specific instructions and constant support;
Map the need for training and onboarding programs and initiate these projects;
Monitor customer service performance on the agent and team level;
Create reports that reflect customer service support performance;
Participate in calibration sessions to maintain consistency in internal evaluations;
Contribute to the team culture in a positive manner
Provides feedback to customer care managers
Prepares and analyzes internal and external quality reports for management staff review
Perform other duties as assigned

Job Qualifications

Bachelor ‘s Degree
Excellent people skills and ability to work with large group of team members, 100+
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Good organizational skills, knowledgeable in goal-setting practices;
Examples of data visualization abilities and understanding of support metrics;
Perception of basic business metrics and how support impacts those;
Problem-solving capabilities to create meaningful strategies to improve Customer service quality


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About Greenlight Planet

Greenlight Planet is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. In four years we've sold 1.6 million solar lights to off-grid families in South Asia and Africa— all paid for up-front, in cash— the latter 1 million customers acquired over the past year. Our products were recognized recently as 'the best solar lamp' in the Economist. Uniquely, we sell our life-changing Sun King solar home lights to off-grid families in India and Africa through a massive direct sales force of trusted, village-level sales agents that penetrate deeply into rural markets to promote our products home to home and build trust in our brand at a micro level. Today 5,000 active Saathis bring clean, safe light to > 40,000 new off-grid homes each month. We're now expanding our distribution network from three states to the whole of rural India and East Africa, an under-penetrated market of half a billion emerging consumers. And we are releasing more trustworthy, aspirational products to keep our network busy. Specialties Rural marketing, Solar lighting, India, Africa