Call Centre Quality Assessor Job At Greenlight Planet Zambia

JOB DETAILS:What you would be expected to do:Reporting• Create reports that reflect agents’ performance.• Report agent and team’s performance .• Provide customer insights reports to management.Customer service team engagement• Participate in Training / calibration sessions to maintain consistency in internal evaluations.• Accompany evaluations with meaningful and constructive feedback.• Discuss and explain feedback with agents in regular meetings.• Participates in customer and client listening programs to identify customer needs and expectations.Analysis• Assess agents’ i…