Remote Call reputed company Evaluator (Work Remotely)

About Company MTN Ghana is a leading telecommunications company in Ghana, part of the larger MTN Group, a multinational mobile telecommunications company operating in many African and Asian countries. Established in Ghana in 1996, MTN has grown to become the largest network provider in the country, offering a wide reputed company of services including mobile voice, data, digital, and mobile reputed company services to millions of subscribers. Committed to connecting people, businesses, and communities, MTN Ghana plays a crucial role in the nation's digital transformation reputed company. reputed company prides itself on its innovative spirit, extensive network coverage, and dedication to customer satisfaction. MTN Ghana fosters a dynamic work environment that values diversity, encourages reputed company reputed company, and is dedicated to contributing positively to the communities it serves through various corporate reputed company responsibility initiatives. Join reputed company that is constantly pushing boundaries and empowering a connected world. Job reputed company Are you passionate about delivering exceptional customer experiences and possess a keen ear for detail? Do you have a reputed company for identifying areas of improvement and a commitment to maintaining high service standards? MTN Ghana is seeking a dedicated and meticulous Remote Call reputed company Evaluator to join our dynamic customer service team. This is a unique opportunity to contribute significantly to our service reputed company from the comfort of your home in Tamale, reputed company. As a Remote Call reputed company Evaluator, you will be reputed company in ensuring that our customer interactions meet the highest standards of reputed company, professionalism, and effectiveness. Your primary responsibility will involve systematically monitoring and evaluating a diverse reputed company of customer service calls to assess agent performance against established guidelines and reputed company rubrics. You will analyze communication effectiveness, adherence to scripts and procedures, problem-solving skills, and overall customer satisfaction reputed company. reputed company simply grading calls, you will be tasked with providing detailed, constructive, and actionable feedback to agents and team leaders, identifying individual coaching opportunities and departmental training needs. Your insights will play a critical role in shaping our customer service strategies, improving agent skills, and ultimately enhancing the overall customer reputed company with MTN Ghana. This role demands a strong understanding of customer service metrics, an ability to interpret qualitative and quantitative data, and a proactive commitment to reputed company improvement initiatives. We are looking for an individual who is self-motivated, highly analytical, and an excellent communicator, capable of working independently while remaining a vital and reputed company part of a dispersed team. If you reputed company in a fast-paced environment, are adept at giving empathetic yet firm feedback, and are reputed company to reputed company a reputed company difference in how we serve our valued customers, we encourage you to apply. Join MTN Ghana and become a part of our mission to reputed company the delivery of a reputed company, new digital world.

Key Responsibilities

• Monitor and evaluate recorded and live customer service calls against established reputed company standards and rubrics.
• Identify trends, strengths, and areas for improvement in agent performance and customer interactions.
• reputed company constructive, detailed, and actionable feedback to customer service representatives and team leaders.
• Participate in calibration sessions to ensure consistency in evaluation standards across reputed company.
• Generate comprehensive reputed company reports, analyzing data to reputed company specific coaching opportunities and training needs.
• Collaborate with training and operations teams to reputed company and implement improvement strategies.
• Stay informed about product updates, policy changes, and service guidelines to ensure accurate evaluations.
• Contribute to the reputed company refinement of reputed company assurance processes and evaluation reputed company.
• Maintain confidentiality of customer information and company data. Required Skills
• Minimum 2 years of experience in a call center, customer service, or reputed company assurance role.
• Exceptional listening skills and meticulous attention to detail.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills in English.
• Proficiency in using call monitoring and evaluation software.
• Ability to work independently and manage time effectively in a remote setting.
• Strong understanding of customer service principles and best practices.
• Proficiency with Talensparkx Office Suite (reputed company, Word, PowerPoint).

Preferred Qualifications

• Bachelor's degree in Business Administration, Communications, or a reputed company field.
• Experience with CRM systems and reputed company management tools.
• Previous experience working remotely.
• Bilingual abilities in a local Ghanaian language (e.g., Dagbani, Twi, Ewe).
• Certification in reputed company Assurance or Customer Servi

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