Jumia is Africa’s leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Market, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

Founded in 2012, Jumia’s mission is to revolutionize the concept of shopping by providing customers with the best online shopping experience through a wide range of products categories including mobiles & tablets, computers, electronics, home & living, fashion, sports, health & beauty, grocery and others.

Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Jumia steps in.

We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey.

Position Overview:

Reporting to the Head of Customer Service, Quality Assurance Specialist (QA) is responsible for assessing the quality of the performance of our customer service associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls and emails and other responses (Facebook, whatsapp, chat) to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. S/he will assist in developing, creating and implementing customer service quality processes and procedures; as well as making recommendation for improvements to training materials in a bid to enhance the overall Jumia customer’s experience.

Key Responsibilities:

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Performs audits of customer care email responses.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions for call center staff.

Provides feedback to CS team leaders and managers.

Prepares and analyzes internal and external quality reports for management review.

Perform other duties as assigned.

Key Requirements:

2-3 years Call Center Experience ;
Bachelor Degree a plus ;

Excellent verbal, written and interpersonal communication skills;
Outstanding customer service skills and focus/dedication to providing exceptional customer care;

Must be self-motivated and self-starter;

Exceptional listening and analytical skills with solid time management skills;

Must be able to effectively deal with people at all levels inside and outside of the Company;

Ability to multitask and successfully operate in a fast paced, team environment;

Must adapt well to change and successfully set and adjust priorities as needed;

Must be proficient with Microsoft Office (intermediate Word, basic Excel);
Bilingual is a plus.

We offer:

A unique experience in an entrepreneurial, yet structured environment;
The opportunity to become part of a highly professional and dynamic team working around the world;
An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.