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Customer Experience & Quality Assurance Associate

Apollo Agriculture

Apollo Agriculture

This job is no longer accepting applications

See open jobs at Apollo Agriculture.See open jobs similar to "Customer Experience & Quality Assurance Associate" RippleWorks.
Customer Service, Quality Assurance
Lusaka, Zambia
Posted on Oct 3, 2024
About Apollo Agriculture:
Apollo Agriculture is a leading agri-fintech platform empowering small-scale farmers across Africa to increase their profits and farm more sustainably. Apollo uses artificial intelligence and automated operations to unlock the massive, untapped small-scale farming market. Apollo enables farmers to access the optimized financing, high-quality farm products, expert digital advice, and risk management solutions they need to invest and scale their businesses. Apollo grew paying customers over 2.5x in 2023 to over 200K small-scale farmers in Kenya and Zambia, increasing revenue to nearly $30M with robust unit economics. Apollo partners with key global agriculture companies like Bayer, OCP and Yara, and is backed by Anthemis, Chan Zuckerberg Initiative, Flourish Ventures, Leaps by Bayer, and Softbank Vision Fund. Apollo’s team brings together technology, credit and operations experience from The Climate Corporation, Google, Capital One, Revolut, and One Acre Fund.
About the Role:
Apollo Agriculture is seeking a self-driven and detail-oriented customer experience professional to join the Commercial team as a Customer Experience & Quality Assurance Associate. In this role, you will ensure top-notch customer service by monitoring the quality of interactions and resolving customer issues promptly. You will manage team schedules, set performance targets, and coach team members to deliver exceptional results. Additionally, you will handle escalated customer complaints, recommend process improvements, and maintain professionalism in all interactions with our customers and team members. Your work will directly contribute to enhancing the overall customer experience and ensuring operational excellence at Apollo Agriculture.
Reporting Lines: This role reports to the Commercial Lead
Contract Duration: This is a permanent role

Responsibilities:

  • Lead the Quality Assurance team at the call center in monitoring and assessment of quality standards on calls and data
  • Resolve customer queries and issues efficiently, providing accurate and timely feedback.
  • Plan and manage team shifts based on business needs, ensuring adherence to schedules.
  • Set performance targets and manage team output to maintain service quality.
  • Prepare detailed reports to provide insights into performance and areas of improvement
  • Develop, maintain, and review quality assurance documentation, including quality assurance manuals, standard operating procedures, and work instructions.
  • Coach and support team members to improve performance and develop skills.
  • Handle escalated customer complaints and ensure prompt resolution.
  • Identify areas for process improvement and recommend changes to enhance the customer experience.
  • Maintain professionalism and uphold company standards while interacting with customers, partners, and team members.
  • Handle disciplinary issues in your team e.g. target and quality concerns unless they require further escalation like cases that warrant HR involvement.

Requirements:

  • A diploma or degree in Business or a related field from a recognized university.
  • Prior experience in customer service, call center operations, or quality assurance roles.
  • Experience in monitoring and improving customer interactions.
  • Strong communication and interpersonal skills.
  • Attention to detail and problem-solving abilities.
  • Ability to analyze data and provide actionable feedback.
  • Organizational skills for managing schedules and performance tracking.
  • Proficiency in MS Office (especially Excel) and report-writing.
  • Self-driven and proactive.
  • Strong work ethic and professionalism.
  • Ability to work both independently and as part of a team.

We:

  • Are a collaborative team of smart and ambitious people who are dedicated to serving our customers.
  • Make magic happen to solve hard problems and always come with solutions when challenges arise.
  • Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve.
  • Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree.
  • Offer a dynamic environment that fosters talent, collaboration and growth.
  • Take pride in our work and share the responsibility to see it through from conception to deployment.
  • Back up our talk with a competitive compensation and benefits package and challenging projects.
  • Value autonomy, honesty, transparency, and respect.
  • Are excited to hear from you!

This job is no longer accepting applications

See open jobs at Apollo Agriculture.See open jobs similar to "Customer Experience & Quality Assurance Associate" RippleWorks.
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