Call Centre Jobs – Contact Center Quality Assurance Analyst – Genius Hub

Job Title:    Contact Center Quality
Assurance Analyst

Organisation: Genius
Hub

Duty Station: Kampala,
Uganda

Reports to: Principal

About US:

Genius Hub is a
Human Capital Solutions Firm that specializes in talent search and placement of
highly skilled individuals for clients in East Africa. 

Our client is a
global leader and pioneer in delivering affordable solar-powered solutions
designed for the two billion people in the developing world without access to
reliable energy. They provide distributed solar energy solutions for households
and small businesses that are transforming the way people all over the world
use and pay for energy

Key Duties and Responsibilities: 

                    
(Products,
services, programs and information which the individual must provide to
external individuals or groups, or one another to accomplish the organization’s
mission and strategy)

                    
Monitor
and evaluate touch point representatives (where possible)

                    
Provide
feedback to representatives with regards to their quality performance

                    
Complete
feedback sheets

                    
Identify
and escalate training needs

                    
Report
Deviances from Standard Operating Procedures to Supervisors

                    
Coach
CSRs

                    
Evaluate
and recommend processes and procedures of Operations Divisions

                    
Conduct
trend analysis

                    
Develop
and Maintain evaluation criteria

                    
Handle
escalated queries

                    
Manage
and monitor QA system

                    
Identify
and contribute to quality initiatives

                    
Prepare
quality reports

                    
Regularly
report to the various functional teams on employee performance evaluations
specific to observations conducted through quality monitoring and screening
activities.

                    
Trend
Analysis

                    
Develop
and maintain evaluation criteria

                    
Research
quality standards

                    
Document
gaps identified in CDI ratings vs. QA ratings

Qualifications, Skills and Experience: 

                    
The
applicant must hold a degree in social sciences or a business related field

                    
An
additional focused Call Centre qualification and/or Diploma in Customer
Services Management will be an added advantage

                    
Three years
of working experience at the Call Centre or in the Service Industry

                    
Experience
at technology oriented service firms; Mobile telephony, BPO call Centre’s, etc.
will be an added advantage

                    
Coaching,
written and verbal communication(letter writing, report writing), Computer
skills(MS Word, Excel, PowerPoint), Problem solving and decision making,
Planning and organizing, Attention to detail, team work, trend analysis,
motivating, sound interpersonal skills, patience, assertiveness, conflict
management, idea generation, ability to deliver under pressure.

                    
Personal
Qualities

                    
Achievement
Orientation, customer and service orientation, self-confident,
self-motivated/Independent

                    
Knowledge

                    
Track
record of competence in Operations, systems knowledge, technical knowledge,
marketing knowledge, knowledge of customer care business processes.

                    
Excellent
interpersonal skills

                    
Ability
to motivate to produce results

                    
Excellent
oral and written communication skills

                    
Dependability

                    
Multi-tasking

How to Apply:

All suitably
qualified and interested applicants should send their applications, CVs and
academic documents in one pdf document to geniushub@kskassociates.net not in
the attention of the Recruitment Director. Please Quote Reference GH2019/023

Deadline: 30th April 2019

For more of the
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline

Leave a Reply

Your email address will not be published.