MultiChoice DSTV Jobs – Quality Assurance Supervisor

  Business Administration Jobs in Uganda, Finance Jobs in Uganda, Uncategorized
Organisation: MultiChoice Uganda Limited
Duty Station: Kampala,
Uganda
Reports to: Operations
Manager
About Us:
Our client
MultiChoice Uganda Limited is a proven market leader in the provision of
subscriber management services for Pay TV options such as DStv and GOtv has
succeeded in making world class Pay TV services easily accessible at affordable
prices to a wide cross section of TV audiences across all the key towns in
Uganda.
Key Duties and Responsibilities:
  • The QA Supervisor will conduct quality
    monitoring and coaching to ensure quality standards are maintained by the
    team by listening in on individual calls.
  • Provide hands-on support and lead the team
    towards achievement of individual performance goals and department
    objectives.
  • Identify individual training needs and together
    with the Trainers and Supervisors develop plans for immediate and
    long-term performance improvements.
  • Proactively solve problems and provide timely
    resolution to ensure minimal impact to customer and employee satisfaction.
    Identify the most appropriate course of action for problem resolution and
    effectively communicate plans to those impacted.
  • Identify top reasons for calls, focus on agents
    responses to related queries, and take corrective action where necessary.
  • Schedule one on one performance discussions and
    document for future reference and training.
  • Schedule training & Coaching sessions on
    customer service & Quality on a quarterly basis
  • Provide periodic reports on Quality performance
    of the team and action on identified gaps and challenges.
  • Support the supervisory team in to attaining
    the agreed service level objective and quality through real time
    monitoring of agent performance.
Qualifications, Skills and Experience: 
  • The applicant must possess a good bachelor’s
    degree in a business related field
  • A minimum of three years’ quality assurance
    working experience in a dynamic service company
  • Excellent computer literacy skills
  • Excellent written and verbal communication, and
    interpersonal skills
  • Self-motivated with a strong work ethic and
    able to demonstrate a drive for results with a professional approach.
  • Should have excellent knowledge on customer
    care processes and procedures.
  • Possess excellent people management, leadership
    and counseling skills
  • Experience with staff development, performance
    management, and cross training.
  • Excellent communication skills.
  • Demonstrate high level of integrity, work
    ethics, and a proactive and positive attitude.
  • Fluency in English and at least one local
    language.
  • Excellent team player.
Age: 35
years and below
How to Apply:
All suitably
qualified candidates should visit the web link below and create a profile on
the NFT Consult website by entering their e-mail addresses
Please visit
web link below and click Apply now if convinced you have the job requirements

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