The quality assessor is responsible for enabling continuous improvement of quality of service within the MTN Customer touch points.• To evaluate customer interactions and rate the employees’ competency to service the customers in accordance with defined quality standards.• Conduct training sessions with new advisors concerning quality management in the Call Centre.• Identify gaps as per service provided by employees after assessment.• Conduct trend analysis reports for the quality assurance supervisors.• Carry out surveys for different products and services when needed.• To assess customer interactions and rate employees’ competency to serve customers in accordance with defined quality standards. • Conduct calibration sessions with Team Leaders to ensure consistency of assessment standards. • To utilize appropriate CS systems, processes, and procedures to support work. • To measure the quality and response times of all correspondence to customers handled by Customer Operations employees. • Carry out the look and feel visits to different MTN connect stores and service centers.

As Customer Service Advisor, I report to the Call Centre Team leader who then reports to the Call Centre supervisor and my key responsibilities were;• To respond to or initiate contact with customers with the aim of attending to customer needs through inbound or outbound connections within defined parameters. • Handle customer complaints and needs with the approved level of service and urgency to enhance customer satisfaction. • Handle all customer interactions via phone or email with professionalism and efficiency. • Educate customers on MTN’s products and services • Action or handle escalations as deemed appropriate. • Create customer loyalty and retention through upselling and cross-sell during customer interactions. • Utilize appropriate CS systems, databases, processes, policies, and procedures to support work. • Accurately capture customer information on updates like Concierge and MiNSAT where applicable. • To live the brand values in dealings with customers and colleagues. • To undertake extra duties as deemed appropriate.