About Burn Manufacturing

BURN Manufacturing is a leading clean cookstove company in Africa. We design, assemble, and distribute high-quality, affordable clean cookstoves that save lives, protect the environment, and create jobs. Our mission is to revolutionize the cookstove industry and improve the health and well-being of millions of people.

Role Overview

We are seeking a motivated and detail-oriented Customer Experience Quality Assurance Officer who is fluent in French to join our team. The successful candidate will be responsible for ensuring the quality of our customer interactions and providing feedback to improve our customer service processes.

Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) to assess quality and adherence to company standards.
• Provide constructive feedback and coaching to customer service representatives to improve performance.
• Identify trends and patterns in customer feedback and interactions to recommend process improvements.
• Develop and maintain quality assurance scorecards and reports.
• Ensure compliance with company policies and procedures.
• Collaborate with the customer experience team to implement quality improvement initiatives.
• Translate customer feedback and documentation from French to English and vice versa as needed.

Qualifications

• Proven experience in quality assurance or a similar role in a customer service environment.
• Fluency in French (written and spoken) is essential.
• Excellent communication, interpersonal, and analytical skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• Strong attention to detail and problem-solving skills.

Education and Experience

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 2 years of experience in customer service quality assurance.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a passionate and dedicated team.
• Make a real impact on people's lives and the environment.

• Monitor and evaluate customer interactions (calls, emails, chats) to assess quality and adherence to company standards.
• Provide constructive feedback and coaching to customer service representatives to improve performance.
• Identify trends and patterns in customer feedback and interactions to recommend process improvements.
• Develop and maintain quality assurance scorecards and reports.
• Ensure compliance with company policies and procedures.
• Collaborate with the customer experience team to implement quality improvement initiatives.
• Translate customer feedback and documentation from French to English and vice versa as needed.

• Excellent communication, interpersonal, and analytical skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• Strong attention to detail and problem-solving skills.

• Proven experience in quality assurance or a similar role in a customer service environment.
• Fluency in French (written and spoken) is essential.