<div> About the role BURN is looking for an exceptional, efficient Customer Experience Quality Assurance Officer to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills. Workdays:         Monday-Sunday with scheduled off days. Shift Plan:      The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager. Job Description: Summary of the Role The employee will ensure delivery of high-quality customer service within Customer Experience. This position is responsible for designing, implementing, and overseeing quality assurance programs to enhance the skills and performance of all call center agents. The ideal candidate should possess a strong background in quality assurance, PAYGO Collection, and a deep understanding of call center operations. Experience in Call center training and quality is an added advantage. Duties and Responsibilities <ul style="margin-bottom:30px;"><li style="margin-bottom:30px;margin-left:50px;">Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.</li><li style="margin-bottom:30px;margin-left:50px;">Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.</li><li style="margin-bottom:30px;margin-left:50px;">Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.</li><li style="margin-bottom:30px;margin-left:50px;">Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.</li><li style="margin-bottom:30px;margin-left:50px;">Data Analysis &amp; KYC Checks - Analyze quality monitoring data to identify trends, patterns, and concerns related to agent performance, customer satisfaction, and compliance. Conduct daily KYC checks and provide feedback to the Agent care support team.</li><li style="margin-bottom:30px;margin-left:50px;">Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.</li><li style="margin-bottom:30px;margin-left:50px;">Compliance Monitoring - Stay informed about regulatory requirements and industry standards related to customer interactions and collections and ensure that agents adhere to all relevant regulations and policies.</li><li style="margin-bottom:30px;margin-left:50px;">Training and Development - Identify training needs and develop training materials and programs to address skill gaps and enhance agent performance in customer interactions and collections.</li><li style="margin-bottom:30px;margin-left:50px;">Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.</li><li style="margin-bottom:30px;margin-left:50px;">Customer Feedback Analysis - Analyze customer feedback, complaints, and satisfaction surveys to identify recurring issues or areas for improvement in customer service delivery and recommend appropriate actions.</li><li style="margin-bottom:30px;margin-left:50px;">Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.</li><li style="margin-bottom:30px;margin-left:50px;">Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.</li><li style="margin-bottom:30px;margin-left:50px;">Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management. </li><li style="margin-bottom:30px;margin-left:50px;">BURN Ambassador<ul><li style="list-style-type:none;"><ul style="list-style-type:circle;"><li style="margin-bottom:30px;">Always maintain integrity and be a positive ambassador for BURN</li><li style="margin-bottom:30px;">Strive for continuous improvement for our services that we offer our customers.</li><li style="margin-bottom:30px;">Maintain an open and receptive attitude when receiving feedback and suggestions.</li></ul></li></ul></li></ul>Skills and Experience<ul style="margin-bottom:30px;"><li style="margin-bottom:30px;margin-left:50px;">Bachelor’s degree in business administration, Communication, or related field.</li><li style="margin-bottom:30px;margin-left:50px;">Proven experience in call centre operations, with a focus on quality assurance and performance management.</li><li style="margin-bottom:30px;margin-left:50px;">Strong Knowledge of English and French (Must have both)</li><li style="margin-bottom:30px;margin-left:50px;">Strong analytical skills with the ability to interpret data and trends effectively.</li><li style="margin-bottom:30px;margin-left:50px;">Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.</li><li style="margin-bottom:30px;margin-left:50px;">Detail-oriented with a commitment to accuracy and precision.</li><li style="margin-bottom:30px;margin-left:50px;">Proficiency in call centre technologies and quality assurance tools.</li><li style="margin-bottom:30px;margin-left:50px;">Knowledge of industry regulations and compliance requirements.</li><li style="margin-bottom:30px;margin-left:50px;">Ability to multitask and prioritise tasks in a fast-paced environment.</li></ul>                                                  Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).     </div>

BURN is working to create a world where cooking positively impacts all life on earth by producing the world&rsquo;s most efficient biomass, liquid fuel, and electric cookstoves. BURN is the largest vertically integrated modern cookstove company in the world, providing world-class R&amp;D, manufacturing, and carbon offset projects from our HQ in Kenya and across 10 countries in Africa. Our team &ndash; half of whom are women &ndash; produces and sells over 200,000 stoves per month at our solar-powered facility in Kenya. The company was founded by CEO Peter Scott, who is recognised as the global leader in cookstove commercialisation. BURN has received recognition for its cutting-edge innovation and environmental &amp; social impact from, among others Bloomberg New Energy Finance Award, Global Leap Awards, and Ashden International. BURN is an equal-opportunity employer that is committed to creating the best workplace in the world. Visit BURN/careers if you would like to be part of a world-class team that is committed to making positive, measurable change for people, forests, and the climate.

Customer Experience Quality Assurance Officer

<div> About the role BURN is looking for an exceptional, efficient Customer Experience Quality Assurance Officer to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills. Workdays:         Monday-Sunday with scheduled off days. Shift Plan:      The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager. Job Description: Summary of the Role The employee will ensure delivery of high-quality customer service within Customer Experience. This position is responsible for designing, implementing, and overseeing quality assurance programs to enhance the skills and performance of all call center agents. The ideal candidate should possess a strong background in quality assurance, PAYGO Collection, and a deep understanding of call center operations. Experience in Call center training and quality is an added advantage. Duties and Responsibilities <ul><li>Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.</li><li>Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.</li><li>Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.</li><li>Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.</li><li>Data Analysis &amp; KYC Checks - Analyze quality monitoring data to identify trends, patterns, and concerns related to agent performance, customer satisfaction, and compliance. Conduct daily KYC checks and provide feedback to the Agent care support team.</li><li>Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.</li><li>Compliance Monitoring - Stay informed about regulatory requirements and industry standards related to customer interactions and collections and ensure that agents adhere to all relevant regulations and policies.</li><li>Training and Development - Identify training needs and develop training materials and programs to address skill gaps and enhance agent performance in customer interactions and collections.</li><li>Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.</li><li>Customer Feedback Analysis - Analyze customer feedback, complaints, and satisfaction surveys to identify recurring issues or areas for improvement in customer service delivery and recommend appropriate actions.</li><li>Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.</li><li>Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.</li><li>Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management. </li><li>BURN Ambassador<ul><li><ul><li>Always maintain integrity and be a positive ambassador for BURN</li><li>Strive for continuous improvement for our services that we offer our customers.</li><li>Maintain an open and receptive attitude when receiving feedback and suggestions.</li></ul></li></ul></li></ul>Skills and Experience<ul><li>Bachelor’s degree in business administration, Communication, or related field.</li><li>Proven experience in call centre operations, with a focus on quality assurance and performance management.</li><li>Strong Knowledge of English and French (Must have both)</li><li>Strong analytical skills with the ability to interpret data and trends effectively.</li><li>Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.</li><li>Detail-oriented with a commitment to accuracy and precision.</li><li>Proficiency in call centre technologies and quality assurance tools.</li><li>Knowledge of industry regulations and compliance requirements.</li><li>Ability to multitask and prioritise tasks in a fast-paced environment.</li></ul>                                                  Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).     </div>

Customer Experience Quality Assurance Officer

About the Job

About the Company

BURN

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