Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech innovation, and expansive field operations to deliver reliable and affordable solar power to over 20 million homes. Every month, Sun King adds solar connectivity to more than 200,000 new homes across Africa and Asia.
We design products for varying energy needs — from solar home systems that light up homes and charge mobile phones, to solar inverters powering appliances like refrigerators, laptops, and televisions. Our proprietary fintech system enables customers to pay in small installments, often as little as US $0.11 per day, making clean energy accessible for all.
Sun King employs over 2,800 full-time staff across 12 countries and has built a robust distribution model involving 28,000 agents and more than 650,000 digital transactions daily. We are committed to empowering our workforce and customers alike and are proud to be an inclusive employer with women comprising 44% of our total staff.
Job Overview
Position Title: Contact Center Quality Assurance & Learning Assessor
Department: EasyBuy Program Management
Employment Type: Permanent – Full Time
Location: Kenya
Workplace Type: Hybrid
Reports To: To be confirmed
Posting Date: June 12, 2025
Key Responsibilities
As a Quality Assurance & Learning Assessor at Sun King, you will play a crucial role in evaluating, improving, and maintaining the quality of customer interactions and operational efficiency in our contact center. Your responsibilities will include:
1. Performance Assessment and Evaluation
- Monitor and evaluate customer service agents’ interactions — both call and ticket-based — using defined internal quality assurance standards.
- Provide detailed, constructive, and actionable feedback to agents to promote performance improvement and adherence to customer service protocols.
- Conduct performance reviews and track call quality and ticket resolution efficiency.
- Facilitate regular one-on-one engagements to discuss performance metrics, concerns, and development plans with customer service representatives.
2. Training and Calibration
- Design and conduct regular training sessions and calibration meetings with the customer service team to ensure consistency and compliance with operational procedures.
- Use insights from quality evaluations and customer feedback to determine training needs and create tailored training content to close performance gaps.
- Support the onboarding and continuous learning process for new and existing customer service executives, ensuring all agents are well-equipped with the necessary knowledge and tools to succeed.
3. Insight Generation and Process Improvement
- Analyze customer interaction data and experience metrics to extract actionable insights.
- Highlight interaction trends, recurring challenges, and compliance gaps to management and recommend effective corrective actions.
- Collaborate with the training and operations teams to address systemic issues and to enhance the overall quality of the customer experience.
4. Operational Risk Management and Business Efficiency
- Identify and communicate potential risks within customer service operations and recommend measures to address them.
- Review existing workflows, processes, and policies to identify improvement areas for faster and more satisfactory service delivery.
- Work closely with team managers and department heads to implement positive changes aimed at improving team efficiency and customer satisfaction.
5. Documentation and Reporting
- Keep detailed and up-to-date records of evaluation results, training outcomes, and performance metrics.
- Ensure transparent communication of quality assurance insights and training outcomes with relevant stakeholders.
- Regularly update evaluation tools and quality standards based on changing business needs or industry best practices.
Candidate Profile
To succeed in this role, you should possess the following competencies and attributes:
- Experience: 2–3 years of proven experience in a call center quality assurance role, preferably in customer service or contact center environments.
- Education: Bachelor’s degree in Communication, Business Administration, or a related field.
- Skills:
- Strong analytical and evaluative skills.
- Excellent communication skills and emotional intelligence.
- Proficiency in Microsoft Office, especially MS Excel and PowerPoint.
- Good listening skills and attention to detail.
- Solid understanding of customer service principles and practices.
- Behavioral Attributes:
- Team-oriented with a collaborative approach to problem-solving.
- Passionate about customer satisfaction and process improvement.
- Able to adapt to dynamic environments and shifting priorities.
- Self-motivated, proactive, and innovative in approach.
What You’ll Gain
Working at Sun King is more than just a job. It’s a chance to be part of a meaningful journey that makes a difference. As a Quality Assurance & Learning Assessor, you will benefit from:
- Professional Development: Access to tailored learning and development programs through the Sun Center for Leadership to enhance your skills and leadership capabilities.
- Career Growth: Opportunities to grow within a fast-paced, high-impact, global organization.
- Inclusive Culture: A diverse and welcoming workplace with team members from varied backgrounds and nationalities.
- Social Impact: Be part of an organization that has helped customers save more than $4 billion by replacing expensive and hazardous energy sources with clean solar alternatives.
- Innovation-Driven Environment: Join a team that thrives on creativity, operational excellence, and social good.
Commitment to Diversity and Equal Opportunity
Sun King is an equal-opportunity employer committed to diversity, inclusion, and non-discrimination. We evaluate all applications based on skills, experience, and performance without regard to race, religion, color, gender, marital status, disability, or any other protected category.
We believe that a diverse workforce enhances innovation and ensures that our products and services are tailored to meet the needs of the communities we serve. We work consciously to maintain an inclusive environment where every individual feels seen, heard, and valued.
About the EasyBuy Program
The EasyBuy program is Sun King’s flagship pay-as-you-go solar energy platform that enables customers in low-income and rural communities to purchase solar energy systems in affordable installments. As part of the EasyBuy Program Management team, the Quality Assurance & Learning Assessor helps safeguard the quality and efficiency of services that directly impact our customers’ lives.
Application Process
Interested and qualified candidates are encouraged to submit their applications as soon as possible. Applications are reviewed on a rolling basis.
