Customer Service Quality Analyst

About Yassir :

Yassir is 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 Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world.

We offer on-demand services such as ride-hailing and last-mile 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. We’re not just about serving people - we’re 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 customer’s 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 You'll 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
• In-depth knowledge of customer service principles and practices
• In-depth 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. We’re not just another app, we’re infusing social values and reinventing how services are provided
• Sharp, motivated co-workers 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 co-workers in a fun office environment.
• Paid company holidays
• Full social coverage