Remote Call Quality Evaluator (Work Remotely)

About Company MTN Ghana is a leading telecommunications company in Ghana, part of the larger MTN Group, a multinational mobile telecommunications company operating in many African and Asian countries. Established in Ghana in 1996, MTN has grown to become the largest network provider in the country, offering a wide range of services including mobile voice, data, digital, and mobile money services to millions of subscribers. Committed to connecting people, businesses, and communities, MTN Ghana plays a crucial role in the nation's digital transformation journey. The company prides itself on its innovative spirit, extensive network coverage, and dedication to customer satisfaction. MTN Ghana fosters a dynamic work environment that values diversity, encourages professional growth, and is dedicated to contributing positively to the communities it serves through various corporate social responsibility initiatives. Join a team that is constantly pushing boundaries and empowering a connected world.

Job Description

Are you passionate about delivering exceptional customer experiences and possess a keen ear for detail? Do you have a knack for identifying areas of improvement and a commitment to maintaining high service standards? MTN Ghana is seeking a dedicated and meticulous Remote Call Quality Evaluator to join our dynamic customer service team. This is a unique opportunity to contribute significantly to our service excellence from the comfort of your home in Tamale, Northern. As a Remote Call Quality Evaluator, you will be instrumental in ensuring that our customer interactions meet the highest standards of quality, professionalism, and effectiveness. Your primary responsibility will involve systematically monitoring and evaluating a diverse range of customer service calls to assess agent performance against established guidelines and quality rubrics. You will analyze communication effectiveness, adherence to scripts and procedures, problem-solving skills, and overall customer satisfaction outcomes. Beyond simply grading calls, you will be tasked with providing detailed, constructive, and actionable feedback to agents and team leaders, identifying individual coaching opportunities and departmental training needs. Your insights will play a critical role in shaping our customer service strategies, improving agent skills, and ultimately enhancing the overall customer journey with MTN Ghana. This role demands a strong understanding of customer service metrics, an ability to interpret qualitative and quantitative data, and a proactive commitment to continuous improvement initiatives. We are looking for an individual who is self-motivated, highly analytical, and an excellent communicator, capable of working independently while remaining a vital and collaborative part of a dispersed team. If you thrive in a fast-paced environment, are adept at giving empathetic yet firm feedback, and are ready to make a tangible difference in how we serve our valued customers, we encourage you to apply. Join MTN Ghana and become a part of our mission to lead the delivery of a bold, new digital world.

Key Responsibilities

• Monitor and evaluate recorded and live customer service calls against established quality standards and rubrics.
• Identify trends, strengths, and areas for improvement in agent performance and customer interactions.
• Provide constructive, detailed, and actionable feedback to customer service representatives and team leaders.
• Participate in calibration sessions to ensure consistency in evaluation standards across the team.
• Generate comprehensive quality reports, analyzing data to pinpoint specific coaching opportunities and training needs.
• Collaborate with training and operations teams to develop and implement improvement strategies.
• Stay informed about product updates, policy changes, and service guidelines to ensure accurate evaluations.
• Contribute to the continuous refinement of quality assurance processes and evaluation criteria.
• Maintain confidentiality of customer information and company data. Required Skills
• Minimum 2 years of experience in a call center, customer service, or quality assurance role.
• Exceptional listening skills and meticulous attention to detail.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills in English.
• Proficiency in using call monitoring and evaluation software.
• Ability to work independently and manage time effectively in a remote setting.
• Strong understanding of customer service principles and best practices.
• Proficiency with Talensparkx Office Suite (Excel, Word, PowerPoint).

Preferred Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Experience with CRM systems and quality management tools.
• Previous experience working remotely.
• Bilingual abilities in a local Ghanaian language (e.g., Dagbani, Twi, Ewe).
• Certification in Quality Assurance or Customer Servi

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