Customer Care Quality Assurance Agent at African Management Services Company (AMSCO)

Reporting to the Customer Service Manager, the Customer Care Quality Assurance agent will be responsible for evaluating accuracy and quality of customer care team across various platforms – call center, emails, social media and online chat.

The QA will monitor inbound and outbound calls, email responses, chat transcripts to assess team demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

S/he will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

Responsibilities

• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring and provide trend data to management team.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Perform monitors of customer care email responses and online chat communication.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for call center staff.
• Provide feedback to customer care managers.
• Prepare and analyze internal and external quality reports for management staff review.
• Perform other duties as assigned.

Qualifications

• At least 2 years relevant experience.
• A Bachelor’s degree will be an added advantage.
• Excellent people skills and ability to work with large group of team members.
• 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.
• Exceptional listening, analytical and creative skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the company.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Ability to work in shifts.