Call Centre Quality Assessor

  • Full Time
  • Ndola, Zambia
  • Applications have closed

Website Greenlight Planet Zambia

What you would be expected to do:


  • Create reports that reflect agents’ performance.
  • Report agent and team’s performance .
  • Provide customer insights reports to management.

Customer service team engagement

  • Participate in Training / calibration sessions to maintain consistency in internal evaluations.
  • Accompany evaluations with meaningful and constructive feedback.
  • Discuss and explain feedback with agents in regular meetings.
  • Participates in customer and client listening programs to identify customer needs and expectations.


  • Assess agents’ interactions based on internal standards.
    Check all customer service metrics.
  • Provide data on customer experience feedback and agent behavior.

You might be a strong candidate if you:

  • Hold a Bachelor’s Degree/Diploma in Social Science Studies or similar
  • Possess basic knowledge of Excel spreadsheets and data entry skills
  • Have experience in assisting customers is a plus
  • Are open to working in a flexible and creative work environment with fast-evolving operations
  • Have the ability to multitask while working under tight deadlines with close attention to detail
  • Have the ability to remain professional and courteous with customers at all times
  • Have excellent verbal and written communication skills – both in English and Swahili
  • Are able to work in shifts

What we offer (in addition to compensation and statutory benefits):

  • An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry;
  • The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing an innovative, sustainable business with a profound impact on the world;
  • A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
  • Structured, tailored learning and development programs help you become a better leader, manager, and professional through the Greenlight Academy.

To apply click on the link here.

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