ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIEMobisol and ENGIEPowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy.
ThePAYGosolar home systems are financed through affordable installments from $0.19per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Coted’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
Job Objective
- This position will be part of the Customer Experience team that is based in Lagos, Nigeria, led by the Head of Customer Experience.
- The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The Quality Assurance
- Analyst will monitor inbound and outbound calls to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
- This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.
Responsibilities, Deliverables and Activities
Key Responsibilities:
- Participate in design of call monitoring formats and processes for CSRs to deliver exceptional customer experience.
- Submit periodic reports to your team lead on the call quality of CSRs.
- Train CSRs/SCAs to improve interpersonal skills, technical accuracy, adherence to call scripts and ability to solve customer issues in a timely manner.
Deliverables and Activities:
Quality Control:
- Call MonitoringPerform call monitoring and provide trend data to the management team and track individual and team performance.
Call Scripts and Procedures:
- Develop call scripts and procedures for CSRs to use during calls with customers.
Feedback and Training:
- FeedbackProvide feedback to call center team leaders and managers to help improve CSR performance.
- Call CalibrationCoordinate and facilitate call calibration sessions for call center staff with the aim of improving CSR performance.
- Training MaterialsDevelop training materials for CSRs to use in interactive learning sessions.
- Training SessionsHandle training sessions on identified skill gap and product knowledge refreshers.
Identifying Customer Needs:
- Listening ProgramsParticipate in customer and client listening programs to identify customer needs and expectations.
Measure Service Quality:
- NPS/CSATConduct service satisfaction surveys to measure and identity service gaps and perceived service quality from customers
Required Skills & Experience
- Relevant Bachelor’s Degree
- At least 3 years Call Centre experience
- Comfortable with analysis and interpretation of qualitative and quantitative data
- Good written and verbal communication skills (English)
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
- Ability to collaborate with multidisciplinary and diverse teams
- Ability and drive to work independently.
Highly Desired Skills:
- Ability to organize, multi-task and prioritize tasks
- Willingness and desire to learn new ideas.
- High level of emotional intelligence
- Ability to work both in teams and independently
- Critical thinking skills (ability to think outside the box)
- Good problem-solving skills (solutions oriented)
- Good influencing and interpersonal skills