Call Evaluator (Remote) - 5 Positions

Bayport Financial Services Tanzania is seeking detail-oriented Call Evaluators to remotely review recorded customer interactions, assess service quality and policy compliance, and provide actionable feedback to improve customer service performance.

Responsibilities

• Listen to and evaluate recorded customer support calls against established operational and service quality standards.
• Assess agent communication clarity, professionalism, procedural accuracy, empathy, and issue-resolution effectiveness.
• Identify quality gaps, prepare comprehensive call assessment reports, and provide constructive feedback to support continuous agent coaching.
• Monitor compliance with internal company policies, customer service guidelines, and regulatory requirements.
• Flag recurring operational issues.
• Maintain accurate assessment records using reporting tools while ensuring confidentiality of sensitive customer data and call recordings.

Requirements

• Active listening
• Analytical assessment
• Objective evaluation
• Attention to detail
• Independent remote working
• Microsoft Excel proficiency
• Quality reporting tools
• Knowledge of customer service quality standards and compliance

Document Requirements

• Resume
• Cover letter