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Customer service Quality analyst

Yassir

Algiers, Algeria

On-site

Full-time

Moderate

Summary

Responsibilities

Manage quality of agents’ calls across different teams including Inbound, Outbound, Email, Issue Resolution, Live Chat, and Social Media
Train staff to deliver a high standard of customer service
Manage Customer Satisfaction performance (CSAT) and ensure agents meet targets
Facilitate training and development programs for newly hired and existing CS Operations staff
Assess staff performance and identify development needs for training program design
Conduct mentoring and feedback sessions based on evaluations and investigations of issues
Verify results by measuring skills in customer interaction including sales and service ability
Lead weekly calibration sessions on assessed mails, calls & CSAT deep dives
Monitor the overall quality performance of all agents
Implement quality challenges to improve agents' skills

Requirements

High school diploma or equivalent
Successful previous experience as a customer service representative
2+ years’ supervisory experience in customer service
Excellent verbal and written communication skills
Proficiency with Microsoft Office Suite and Google Docs
Ability to train and mentor employees
Knowledge of the online marketplace model and ecommerce environment
Advanced knowledge in call center tools
In-depth knowledge of customer service principles and practices
Excellent mentoring, coaching and people management skills

Benefits

Apply Now

👉 Please mention that you found this job on CalmJobs, thanks!

Full Details of Job Post

About Yassir :

Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world.

We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally.

Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values.

About the Role :

As customer service Quality analyst, you are responsible for the overall quality of the customer interactions.
You are responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the CallCenter.

Tasks :

Manage quality of agents’ calls across differents teams : Inbound, outbound, Email, Issue resolution, Live chat, Social media
Train staff to deliver a high standard of customer service
Manage Customer Satisfaction performance (CSAT) and make agents reach the targets
Facilitate training and development programme for newly hired and existing CS Operations staff
Assess performance of staff and identify needs for development to be able to design training programs or develop existing ones
Mentoring and feedback sessions for staff based on evaluations and investigations of issues
Verify results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of all customer interactions
Weekly calibration session on assessed mails, calls & CSAT deepdives
Monitor the overall quality performance of all Agents
Improve agents quality skills and ensure process compliance by evaluating staff interaction via emails , call listening or side by side
Implement quality challenges

What You'll Need :

High school diploma or the equivalent
Successful previous experience as a customer service representative
2+ years’ supervisory experience
2+ years’ experience in customer service
Excellent verbal and written communication skills
Proficiency with Microsoft Office Suite and Google Docs
Ability to translate your skills to other employees through training and mentor
Adequate knowledge of the online marketplace model and ecommerce environment
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
Advanced knowledge in call center tools
In-depth knowledge of customer service principles and practices
In-depth knowledge of customer service software, databases and CRM tools
Must possess an advanced knowledge of customer service
Excellent mentoring, coaching and people management skills

PERKS :

Ground floor opportunity with the team; shape the strategic direction of the company
The rare opportunity to change the world around you such that everyone around you is using the product you built. We’re not just another app, we’re infusing social values and reinventing how services are provided
Sharp, motivated co-workers in a fun office environment

BENEFITS :

Great compensation and bonuses including stock options.
Ground floor opportunity with the team; shape the strategic direction of the company
Sharp, motivated co-workers in a fun office environment.
Paid company holidays
Full social coverage

Apply Now

👉 Please mention that you found this job on CalmJobs, thanks!