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Call Center Quality Assurance Officer

Permanent employee, Full-time · TZ - NH

About us
Mobisol Group is a leading global player in decentralised solar electrification. Driven by market demand for off-grid solutions beyond lighting, Mobisol designs, distributes and services large solar systems, seamlessly integrated with proprietary pay-as-you-go (PAYG) software. By combining the latest high-tech solar hardware with mobile payment technologies, the Berlin based company ensures affordability through flexible payment plans. Mobisol enables rural families and businesses to power a wide range of compatible appliances, such as televisions and stereos, thereby improving people's standard of living and enabling incremental income from new solar-powered businesses. With over 750 employees, Mobisol runs its own operations in Tanzania, Kenya and Rwanda, while providing hardware and software solutions through a growing network of B2B partnerships in another nine countries worldwide.
What this job is about
Call Center Quality Assurance Officer is responsible for call center executives in ensuring that they make quality calls  in-terms of giving correct information, are courteous, professional and resolve issues to the desired customer satisfaction standard by assessing both live and recorded calls and scoring them on a balance score card.
Your tasks
  • Develop and implement call quality processes and standards designed to improve the overall Mobisol customer experience
  • Listen and monitor customer calls (both historic and real time), document required information  and ensure call objectives standards are met
  • Provide objective assessment about Call center Officers compliance of process and adherence to procedures for calls with customers
  • Use the quality call management tool to compile and provide performance review reports
  • Design and implement training sessions for weak areas of Call center Agents, and conduct 1:1 coaching sessions
  • Use the feedback mechanism to motivate executives via daily mails.
  • Ensure call center have standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
  • Provide Team support which includes:
    • Provide daily/weekly feedback to Team Leaders regarding the quality standards of their representatives
    • Develop a weekly plan with the Quality Team to improve call quality among st representatives
    • Escalate any roadblocks to supervisor immediately
    • Implement ideas for creating a professional, motivating and fun working environment.
  • Ensures customer reports are logged in in Solar Hub immediately.
  • Call center agents Quality of calls management. 
    • Monitor representative calls and assignments management
    • Assess representative performance based on required quality standards and protocols.
    • Conduct 1-on-1 quality feedback sessions with call center executives.
    • Coach Call center executives to achieve required quality standards and daily metrics through set call protocols and system processes.
    • Mentor and support call center executives to effectively serve customers.
    • Evaluate Call center executive quality performance, and enact appropriate disciplinary procedures when required
Your Qualifications
  • Relevant professional experience and academic background in social sciences.BA or diploma in social sciences.
  • Proven experience to have worked in a call center for minimum of 1 year. Quality assessment experience will be an added advantage.
  • Effective self-management - Good organizational and time management skills
  • Excellent oral and written communication skills
  • Resilience and ability to work under pressure
  • Practical experience in training and/or coaching
  • First experience in team supervision and people management as a plus
  • Strong and proven subject-matter expertise, including thorough understanding of Call centre operations, experience in a call center environment and use of telephony software
  • Passion for Mobisol´s vision to plug in the world
  • Fluency in English, local language is a plus
  • Good knowledge of Microsoft Office Suite package
Your Perspective
 As a Call Center Quality Assurance  Officer you will be able to see the execution of house holds having lights. With a very motivated team and professionals you will be able to grow in your career and also personally
How to apply
 If your are interested in this position, please apply by clicking the below button. Make sure you have attached:
  • C.V
  • Motivational Letter
Mobisol provide equal opportunity for every one despite their race, colour and physical disabilities.

Thank you for considering a career at Mobisol

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