Customer service Quality analyst
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Job Description
About Yassir :
Yassiris the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria Morocco and Tunisia with recent expansions into France Canada and SubSaharan Africa. It is backed $200M in funding) by VCs from Silicon Valley Europe and other parts of the world.
We offer ondemand services such as ridehailing and lastmile delivery. Building on this infrastructure we are now introducing financial services to help our users pay save and borrow digitally.
Helping usher the continent into a digital economy era. Were not just about serving people were about creating a marketplace to bring people what they need while infusing social values.
About the Role :
- As customer service Quality analyst you are responsible for the overall quality of the customer interactions.
- You are responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customers experience when interacting with the CallCenter.
Tasks :
- Manage quality of agents calls across differents teams : Inbound outbound Email Issue resolution Live chat Social media
- Train staff to deliver a high standard of customer service
- Manage Customer Satisfaction performance (CSAT) and make agents reach the targets
- Facilitate training and development programme for newly hired and existing CS Operations staff
- Assess performance of staff and identify needs for development to be able to design training programs or develop existing ones
- Mentoring and feedback sessions for staff based on evaluations and investigations of issues
- Verify results by measuring skills in use of scripts product knowledge sales and service ability greeting diction listening etiquette objection handling efficiency and courteous close of all customer interactions
- Weekly calibration session on assessed mails calls & CSAT deepdives
- Monitor the overall quality performance of all Agents
- Improve agents quality skills and ensure process compliance by evaluating staff interaction via emails call listening or side by side
- Implement quality challenges
What Youll Need :
- High school diploma or the equivalent
- Successful previous experience as a customer service representative
- 2 years supervisory experience
- 2 years experience in customer service
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office Suite and Google Docs
- Ability to translate your skills to other employees through training and mentor
- Adequate knowledge of the online marketplace model and ecommerce environment
- Demonstrated ability to communicate present and influence credibly and effectively at all levels of the organization
- Advanced knowledge in call center tools
- Indepth knowledge of customer service principles and practices
- Indepth knowledge of customer service software databases and CRM tools
- Must possess an advanced knowledge of customer service
- Excellent mentoring coaching and people management skills
PERKS :
- Ground floor opportunity with the team; shape the strategic direction of the company
- The rare opportunity to change the world around you such that everyone around you is using the product you built. Were not just another app were infusing social values and reinventing how services are provided
- Sharp motivated coworkers in a fun office environment
BENEFITS :
- Great compensation and bonuses including stock options.
- Ground floor opportunity with the team; shape the strategic direction of the company
- Sharp motivated coworkers in a fun office environment.
- Paid company holidays
- Full social coverage
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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