Customer Experience Quality Assurance Officer - Zambia

About the role

BURN is looking for an exceptional, efficient Customer Experience Quality Assurance Officer to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.

Workdays:         Monday-Sunday with scheduled off days.

Shift Plan:      The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Job Description:

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 trainin...