Call Center Quality Assurance & Learning Assessor
Sun King
Customer Service, Quality Assurance
Tanzania
Posted on Jun 30, 2025
Location: Arusha
About the role:
The Quality and Training Associate will work closely with the Customer Service Executives and Team Managers to provide the necessary knowledge and resources that would empower the agents well enough to offer satisfactory customer service.
About the role:
The Quality and Training Associate will work closely with the Customer Service Executives and Team Managers to provide the necessary knowledge and resources that would empower the agents well enough to offer satisfactory customer service.
- Department
- EasyBuy Program Management
- Employment Type
- Fixed Term Contract
- Location
- Tanzania
- Workplace type
- Onsite
- Reporting To
- Team Manager, Quality and Learning
What you would be expected to do
Design and Develop Training Programs
- Create comprehensive training programs, including manuals, online modules, and course materials, tailored to the needs of customer service executives.
Deliver and Facilitate Training Sessions
- Conduct training using diverse instructional techniques, ensuring effective knowledge transfer and skill enhancement.
Assess Training Needs and Skill Gaps
- Identify training requirements through audits, surveys, interviews, and skillset mapping to align learning objectives with performance needs.
Monitor and Evaluate Training Effectiveness
- Track progress through assessments and feedback mechanisms to measure the impact of training and adjust programs as needed.
Plan and Schedule Ongoing Learning
- Provide structured quarterly training programs and refresher sessions focused on products, processes, and customer service excellence.
Report and Communicate Training Outcomes
- Generate and share weekly, monthly, and quarterly reports on training activities, participation, and performance improvements.
You might be a strong candidate if you
- Have 2–3 years of experience in a Call Center or as a Quality Assessor, with a Bachelor’s Degree in Communication, Business, or a related field.
- Have knowledge of customer service practices, exceptional listening skills, and a proven commitment to delivering outstanding customer care.
- Effective team player with the ability to mentor others and build strong working relationships.
- Are a team player with excellent interpersonal skills and the ability to mentor others to meet performance expectations.
- Can adapt well to change, effectively manage shifting priorities, and perform under pressure in a fast-paced environment.
What Sun King Offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of innovation and making a 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 King 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.
