Quality Assurance Analyst
Fenix International
Victoria Island, Nigeria
5d ago

About Fenix

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services.

Our flagship product, Fenix Power, is a modular, lease-to-own solar home system financed through affordable installments from just $0.

11 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-

changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 500,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 2,500,000 people.

In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy.

This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products.

Together, Fenix and ENGIE are making universal access to modern energy a reality.

Job Overview

This position will be part of the Customer Experience team that is based in Lagos, Nigeria, led by the Head of Customer Experience.

The position holder is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.

The Quality Assurance Analyst will monitor inbound and outbound calls to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

Key Responsibilities

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.
  • Required Skills & Experience

  • Relevant Bachelor’s degree
  • At least 2 years Call Centre experience
  • Comfortable with analysis and interpretation of qualitative and quantitative data
  • Good written and verbal communication skills (English)
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  • Ability and drive to work independently
  • Apply
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