The Ugandan Jobline

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

Related Jobs