CX Quality Analyst

Grade:           HL11 

Job Overview 

As a CX Call Quality Analyst at ENGIE, you will be responsible for inspiring other Customer Experience (CX) teams to constantly improve the way they serve our customers. This is an exciting role which requires understanding of both our customer base as well as our CX teams. We are looking for someone with the determination and vision to embody our core values while always ensuring an Exceptional Customer Experience. 

Key Responsibilities 

• Monitor and evaluate inbound and outbound customer calls thus measuring the quality of the customer experience that each Zambezi One team member is providing to our customers. 

• Carry out Monthly Customer Satisfaction and NPS surveys for the Service Centers and Zambezi One. To determine the quality of the interactions provided to our customers. 

• Track issues in the quality monitoring systems or tools. 

• Provides timely feedback to improve performance and develop training programs through monthly reports. 

• Works with other internal teams to define quality metrics. 

• Complete the required evaluation forms; a checklist which covers key areas built into call processes such as product knowledge, technical skills, and creating positive CX experience. 

• Suggest and identify process improvements, continue to contribute towards improvement of customer experience through constructive feedback while maintaining positive relationships and integrity with the broader customer experience team. 

Required Skills & Experience: 

• Ability to keep customer top-of- mind. 

• Exceptional listening and analytical skills.  

• Displays a harmonious and cooperative spirit projecting energy and enthusiasm 

• Demonstrate a high level of professionalism and integrity 

• Outstanding written and verbal communications skills with proven ability to transcribe content from local languages into English while maintaining the data quality. 

• Competency in Microsoft office packages and Google products such as Forms, Sheets, Docs and Slides 

Highly Desired Skills: 

• 3 - 6 Months of experience serving in the customer experience team with a record of good performance in providing exceptional customer service. 

• Good product knowledge and troubleshooting skills. 

• Fluent in at least 2 of the following languages:  

• Lozi, Tonga, and Kaonde (added advantage if you can speak three of them.)