Sun King

Off-grid solar home systems provider

Contact Center Quality Assurance & Learning Assessor

Customer ExperienceUpdated on Nov 13

Full-timeLilongwe, MalawiNo salary listedIn-person

About the Job

Requirements

Have 2-3 years of call center or quality assessor experience.
Hold a bachelor's degree in a Communication or Business-related field.
Be comfortable working with PowerPoint and Microsoft Excel.
Have customer service skills and dedication to providing customer care.
Have listening skills.
Have knowledge of customer relationships or customer service practices.
Be able to adapt to change and set and adjust priorities as needed.

Responsibilities

Assess agents’ call and ticket interactions against internal evaluation standards and provide meaningful, constructive feedback.
Conduct training and calibration sessions to maintain consistency in customer interactions and process compliance, accompanying evaluations with meaningful and constructive feedback.
Examine customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
Develop training content regularly based on training needs assessments, insights, and changing business needs.
Work with the management team to identify and deliver positive change and business efficiencies, and highlight operational risks and areas for improvement.
Review processes and policies and provide feedback on improvements to ensure clients are served within required timelines and customer satisfaction is addressed.
Monitor performance metric results and ensure adequate one-to-one performance evaluation engagements, highlighting concerns that affect team performance.

Job location: Lilongwe, Malawi

About the role: We are looking for a Quality Assurance & Learning Assessor who will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers. The assessor will ensure that customers are satisfied with the service offered and have a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes.

Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
Conduct training/calibration sessions to maintain consistency in customer interactions and
process compliance accompany evaluations with meaningful and constructive feedback
Examine all customer interaction and experience metrics, providing insights on interaction
trends, process compliance, and team improvement areas.
Ensure regular training content development from training needs assessment derived from
insights and changing business.
Work with the management team to identify and deliver positive change and business
efficiencies and highlight operational risks and areas for improvement.
Ensuring all clients are served within required timelines by reviewing and giving feedback on
improvement areas for existing processes and policies to cater to customer satisfaction
Regularly keep performance metrics results in check and ensure adequate performance
evaluation engagements (One to One), highlighting concerns that impact team performance.

Have 2-3 years of Call Center / Quality Assessor Experience.
Hold a bachelor's Degree in a Communication or Business-related field.
Are passionate about positively impacting the lives of rural consumers.
Are a strong team player with great people skills to mentor your team to deliver on expectations.
Are comfortable working with PowerPoint and MS Excel
Have outstanding customer service skills and dedication to providing exceptional customer care.
Have exceptional listening skills.
Have good knowledge of customer relationships or customer service practices.
Can adapt well to change and successfully set and adjust priorities as needed

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $864.9M
Headquarters: Chicago, IL
Founded: 2008

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