Customer Care Quality Analyst
✨ AI Summary
Customer Care Quality Analyst at M-KOPA
M-KOPA is seeking a dedicated Quality Analyst to enhance our Customer Care team across our diverse markets. If you are passionate about delivering exceptional customer experiences and possess a keen eye for detail, this opportunity is for you.
Role Overview: As a Quality Analyst, you will not only evaluate customer interactions but also identify trends and insights that drive quality improvements. Your work will influence coaching, training, and operational processes, ensuring our customer care maintains high standards as we scale from 7 million to 10 million customers.
Main Responsibilities:
- Evaluate customer interactions across various channels, including voice, chat, and email.
- Conduct calibration sessions to ensure alignment of quality standards.
- Identify training needs and support the onboarding of new agents.
- Develop quality reports that provide meaningful insights.
- Collaborate with Training, Operations, and BPO teams to improve overall performance.
Requirements:
- Experience in customer care or service environments.
- Background in quality assurance or performance coaching.
- Strong analytical skills and effective communication abilities.
How to Apply: Interested candidates should apply via our website. M-KOPA is committed to diversity and encourages applications from underrepresented groups. We do not charge any fees during the recruitment process, and we undertake background checks for successful applicants.
