About this role
Job location: Lilongwe , Malawi About the role: We are looking for a Quality Assurance & Learning Assessor who will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers. The assessor will ensure that customers are satisfied with the service offered and have a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes. Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback. Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance accompany evaluations with meaningful and constructive feedback Examine all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas. Ensure regular training content development from training needs assessment derived from insights and changing business. Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement. Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (One to One), highlighting concerns that impact team performance.