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
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