Quality Assurance Agent
Apollo Agriculture
Quality Assurance
Lusaka, Zambia
Posted on Oct 9, 2024
About Apollo Agriculture:
Apollo Agriculture is a leading agri-fintech platform empowering small-scale farmers across Africa to increase their profits and farm more sustainably. Apollo uses artificial intelligence and automated operations to unlock the massive, untapped small-scale farming market. Apollo enables farmers to access the optimized financing, high-quality farm products, expert digital advice, and risk management solutions they need to invest and scale their businesses. Apollo grew paying customers over 2.5x in 2023 to over 200K small-scale farmers in Kenya and Zambia, increasing revenue to nearly $30M with robust unit economics. Apollo partners with key global agriculture companies like Bayer, OCP and Yara, and is backed by Anthemis, Chan Zuckerberg Initiative, Flourish Ventures, Leaps by Bayer, and Softbank Vision Fund. Apollo’s team brings together technology, credit and operations experience from The Climate Corporation, Google, Capital One, Revolut, and One Acre Fund.
About the Role:
Apollo is seeking a detail-oriented and analytical individual with excellent communication and coaching skills to join our team as a Quality Assurance Agent. In this role, you will conduct thorough evaluations of call interactions, assess agent performance, and provide constructive feedback to enhance service quality. Additionally, you will perform customer satisfaction surveys, generate insightful reports, and collaborate with team leaders to implement improvement plans, ensuring a consistently high level of customer experience.
Contract Duration: Short-term
Responsibilities:
- Conduct systematic and comprehensive evaluations of call interactions between call center agents and customers.
- Analyze calls for adherence to established scripts, policies, and procedures.
- Evaluate agents' communication skills, product knowledge, and problem-resolution capabilities.
- Provide constructive and detailed feedback to call center agents based on call assessments.
- Conduct one-on-one coaching sessions to address performance gaps and enhance agent skills.
- Collaborate with team leaders and managers to implement improvement plans for individual agents.
- Generate detailed and insightful reports on the quality performance of call center agents.
- Identify trends, patterns, and areas for improvement based on assessment findings.
- Communicate quality metrics and trends to management, suggesting actionable recommendations.
- Conduct customer satisfaction and feedback surveys over the phone.
- Gather and analyze customer feedback to identify areas for improvement.
- Collaborate with other departments to implement changes based on customer feedback.
Coaching and Feedback:
Report Writing:
Customer Satisfaction Surveys:
Requirements:
- Be a holder of an Undergraduate degree or a diploma certificate
- Proven experience in a call center setting, preferably in a quality assurance role.
- Strong verbal and written communication skills for providing clear feedback and generating insightful reports.
- Integrity and a strong sense of ethics
- Understanding of customer satisfaction principles and ability to conduct surveys and analyze feedback to improve service quality.
We:
- Are a collaborative team of smart and ambitious people who are dedicated to serving our customers.
- Make magic happen to solve hard problems and always come with solutions when challenges arise.
- Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve.
- Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree.
- Offer a dynamic environment that fosters talent, collaboration and growth.
- Take pride in our work and share the responsibility to see it through from conception to deployment.
- Back up our talk with a competitive compensation and benefits package and challenging projects.
- Value autonomy, honesty, transparency, and respect.
- Are excited to hear from you!
