Background information about the job or company (e.g., role context, company overview)

BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world.BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves.Since 2013, BURN has sold 200,000+ high quality, locally manu...

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.

Responsibilities or duties

Duties and Responsibilities

• Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.
• Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.
• Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.
• Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.
• Data Analysis & 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.
• Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.
• 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.
• 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.
• Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.
• 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.
• Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.
• Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.
• Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management.

BURN Ambassador

• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement for our services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Qualifications or requirements (e.g., education, skills)

Skills and Experience

• Bachelor’s degree in business administration, Communication, or related field.
• Proven experience in call centre operations, with a focus on quality assurance and performance management.
• Strong Knowledge of English and French (Must have both)
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.
• Detail-oriented with a commitment to accuracy and precision.
• Proficiency in call centre technologies and quality assurance tools.
• Knowledge of industry regulations and compliance requirements.
• Ability to multitask and prioritise tasks in a fast-paced environment.

• Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.
• Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.
• Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.
• Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.
• Data Analysis & 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.
• Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.
• 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.
• 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.
• Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.
• 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.
• Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.
• Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.
• Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management.

• Strong Knowledge of English and French (Must have both)
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.
• Detail-oriented with a commitment to accuracy and precision.
• Proficiency in call centre technologies and quality assurance tools.
• Knowledge of industry regulations and compliance requirements.
• Ability to multitask and prioritise tasks in a fast-paced environment.

• Bachelor’s degree in business administration, Communication, or related field.
• Proven experience in call centre operations, with a focus on quality assurance and performance management.