Job Details

POSITION DESCRIPTION

Job Title :  Call Center Quality Analyst Team Lead

Department: Customer Experience

Reporting line: CX Manager

Location: Lusaka, Zambia

Job Grade: Hay 13

About ENGIE Energy Access

ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.

www.engie-energyaccess.com

www.linkedin.com/company/engie-africa

Job Purpose/Mission

The Quality Analyst Team Lead will report directly to the CX Manager and be an integral part of the Customer Experience team. The primary responsibilities will be to assist with the evaluating agent performance, service quality measurements and providing coaching.

Job Summary:

The QA Team Lead is responsible for managing the QA team, developing testing strategies, and ensuring the delivery of high-quality products or services. This role involves planning, coordinating, and executing testing processes while mentoring team members and collaborating with other departments.

Key Responsibilities:

1. Leadership & Team Management:

• Supervise and mentor QA analysts, providing guidance and support.

• Assign tasks and set priorities for the QA team.

• Conduct performance reviews and provide feedback.

• Develop and train the QA team on best practices and new technologies.

2. Quality Assurance & Testing :

• Define and implement QA strategies, policies, and processes.

• Oversee test planning, execution, and defect tracking.

• Ensure compliance with company and industry quality standards.

• Review and analyse test reports to identify trends and areas for improvement.

• Work closely with development teams to resolve issues and improve product quality.

3. Process Improvement & Reporting:

• Identify areas for automation and process optimization.

• Establish key QA metrics and generate reports on team performance.

• Ensure continuous improvement in testing methodologies and tools.

• Provide feedback and insights to improve overall operational efficiency.

4. Collaboration & Communication:

• Work closely with development, operations, and product teams to ensure quality standards.

• Act as a bridge between QA, customer support, and management.

• Communicate test results, risks, and project status to stakeholders.

5. Compliance & Risk Management:

• Ensure adherence to regulatory requirements and company policies.

• Identify risks in projects and propose mitigation strategies.

Knowledge and skills

Experience:

• Proven experience as a QA Lead or Senior QA Analyst.

• Strong knowledge of quality assurance methodologies, tools, and best practices.

• Experience with automated and manual testing.

• Excellent leadership, analytical, and problem-solving skills.

• Strong communication and collaboration abilities.

Qualifications:

• Advanced Diploma in Business related field.

• Minimum of 2 years of experience in quality assurance, with at least 2 years in a leadership role.

• Strong knowledge of quality standards and methodologies.

• Excellent problem-solving and analytical skills.

• Proven ability to lead and inspire a team.

• Strong communication and interpersonal skills.

Language(s):

• English

• Local languages (a good understanding of all the 7 key languages is an added advantage)

Technology:

• Computer skills – basic proficiency with email programs and in Excel, Power Point, etc.

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

Business Unit: GBU Flexible Gen & Retail

Division: Energy Access

Legal Entity: FENIX INTERNATIONAL ZAMBIA LIMITED COMPANY

Professional Experience: Junior (experience < 3 years)

Education Level: Technical College Diploma