Call Centre Quality Assesor
Sun King
Quality Assurance
Zambia
Posted on Apr 14, 2025
Job Location: Lusaka
The Team you will Join:
The Quality 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.
The Team you will Join:
The Quality 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.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Zambia
- Workplace type
- Onsite
- Reporting To
- Quality Training Manager
What you would be expected to do;
- 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.
- Check 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.
You might be a strong candidate if you have:
- Have 2-3 years of experience working in a call center as a quality assessor.
- Have a bachelor's degree in a communication or business-related field.
- Be passionate about making a positive impact on the lives of rural consumers.
- Be a strong team player with excellent people person skills to mentor your team to deliver on expectations.
- Be comfortable working with PowerPoint and MS Excel.
- Have outstanding customer service skills and dedication to providing exceptional customer care.
- Possess exceptional listening skills.
What we offer (in addition to compensation and statutory benefits):
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
