About this role
Location: Lome, Togo About the role: The Quality Assurance and Learning, Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes. Create reports that reflect agents' performance. Report agent and team’s performance to leadership. Provide customer insights reports to management. Participate in Training/calibration sessions to maintain consistency in internal evaluations. Accompany evaluations with meaningful and constructive feedback. Discuss and explain feedback with agents in regular meetings. Participates in customer and client listening programs to identify customer needs and expectations. Assess agents’ interactions based on internal standards. Analyze all customer service metrics. Provide data on customer experience feedback and agent behavior.