Quality Assurance Specialist at BFREE Africa
BFREE AFRICA is focusing on consumersâ financial health by building a tech-enabled ethical credit management company that makes collection processes in Africa more scalable, efficient and user-friendly.
Job Responsibilities
Performs call monitoring and provides trend data, quality reports, and feedback to agents and line manager
Reviews email responses and provides trend data, quality reports, and feedback to agents and line manager
Participates in the design of call/email monitoring formats and quality standards.
Participates in Member listening programs to identify customer needs and expectations.
Facilitates call training and calibration sessions for call centre staff.
Perform other duties as assigned.
Occupational Experience & Requirements
2-3 years Call Center Experience.
Outstanding customer service skills and dedication to providing exceptional customer care.
Focus on quality and customer service.
Exceptional listening, comprehension and analytical skills.
Solid time management skills.
Creative ability & writing proficiency.
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 and PowerPoint, basic Excel).
Knowledge, Skills & Attributes
Excellent listening, verbal, written, and interpersonal communication skills
Keen attention to detail
Good judgment and decision-making capabilities
An effective time manager who can perform in a fast-paced, deadline-oriented environment
Knowledge of Microsoft Office Suite Products