About Apollo Agriculture:
\nApollo 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\u2019s team brings together technology, credit and operations experience from The Climate Corporation, Google, Capital One, Revolut, and One Acre Fund.
\nAbout the Role:
\nApollo is seeking a detail-oriented and analytical individual with excellent communication and coaching skills to join our team as a Quality Assurance Agent. In this role, you will conduct thorough evaluations of call interactions, assess agent performance, and provide constructive feedback to enhance service quality. Additionally, you will perform customer satisfaction surveys, generate insightful reports, and collaborate with team leaders to implement improvement plans, ensuring a consistently high level of customer experience.
\nContract Duration:\u00a0Short-term
\nResponsibilities:<\/p>\n
Conduct systematic and comprehensive evaluations of call interactions between call center agents and customers
\nAnalyze calls for adherence to established scripts, policies, and procedures
\nEvaluate agents\u2019 communication skills, product knowledge, and problem-resolution capabilities<\/p>\n
Coaching and Feedback:<\/p>\n
Provide constructive and detailed feedback to call center agents based on call assessments
\nConduct one-on-one coaching sessions to address performance gaps and enhance agent skills
\nCollaborate with team leaders and managers to implement improvement plans for individual agents<\/p>\n
Report Writing:<\/p>\n
Generate detailed and insightful reports on the quality performance of call center agents
\nIdentify trends, patterns, and areas for improvement based on assessment findings
\nCommunicate quality metrics and trends to management, suggesting actionable recommendations<\/p>\n
Customer Satisfaction Surveys:<\/p>\n
Conduct customer satisfaction and feedback surveys over the phone
\nGather and analyze customer feedback to identify areas for improvement
\nCollaborate with other departments to implement changes based on customer feedback<\/p>\n
Requirements:<\/p>\n
Be a holder of an Undergraduate degree or a diploma certificate
\nProven experience in a call center setting, preferably in a quality assurance role
\nStrong verbal and written communication skills for providing clear feedback and generating insightful reports
\nIntegrity and a strong sense of ethics
\nUnderstanding of customer satisfaction principles and ability to conduct surveys and analyze feedback to improve service quality<\/p>\n
We:<\/p>\n
Are a collaborative team of smart and ambitious people who are dedicated to serving our customers.
\nMake magic happen to solve hard problems and always come with solutions when challenges arise.
\nAre comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve.
\nAre considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree.
\nOffer a dynamic environment that fosters talent, collaboration and growth.
\nTake pride in our work and share the responsibility to see it through from conception to deployment.
\nBack up our talk with a competitive compensation and benefits package and challenging projects.
\nValue autonomy, honesty, transparency, and respect.
\nAre excited to hear from you!<\/p>\n
Apollo Agriculture does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression. Apollo Agriculture is an equal opportunity\/equal access employer fully committed to achieving a diverse workforce.
\nApollo Agriculture is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include, but are not limited to, criminal history, national sex offender search, and motor vehicle history.
\nApollo Agriculture does not charge money or any kind of fee at any stage of the recruitment process.
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