Fresher Call Centre Jobs – Quality Analyst – Mogo Loans SMC Limited
Position: Quality Analyst (Entry-Level Call Centre Roles)
Organization: Mogo Loans SMC Limited
Location: Kampala, Uganda
About Mogo Uganda:
Mogo Uganda, a subsidiary of the international FinTech powerhouse Eleving Group, operates across 15 countries on three continents. We specialize in offering accessible financing solutions, including used car financing and loans for Boda Bodas and Tuk Tuks, catering to the unique needs of the Ugandan community.
Job Overview:
As a Quality Analyst at Mogo, you will play a crucial role in upholding and enhancing the performance standards of our call centre. This involves meticulous monitoring and evaluation of communications (calls, emails, chats) with our clients to ensure adherence to Mogo’s policies and compliance with standard operating procedures. Success in this role means contributing significantly to the continuous improvement of our call centre operations and fostering a culture of excellence and integrity.
Key Responsibilities:
- Lead and mentor the call center team towards achieving excellence in quality objectives across all communication channels.
- Cultivate a culture of continuous improvement, ensuring compliance with MOGO’s performance standards and operating procedures.
- Engage in monitoring activities such as mystery calling and live call evaluations to provide constructive feedback and coaching to agents.
- Oversee the development and implementation of quality projects and initiatives, ensuring process changes are communicated and adopted efficiently.
- Facilitate call calibration sessions to maintain a unified quality standard across the team.
- Guide new hires through quality process training and support the ongoing development of agents through cross-training and upskilling.
- Analyze performance data to identify trends and areas for improvement, contributing to enhanced customer satisfaction and business operations.
- Assist in managing call queue dynamics and floor productivity, especially during peak times or staff shortages.
Qualifications, Skills, and Experience:
- Bachelor’s degree in any discipline from a recognized university.
- At least 8 months of experience in a call centre environment.
- In-depth understanding of the Quality Analyst role within call centre operations.
- Strong leadership qualities, excellent communication skills, and the ability to conduct effective training sessions.
- A proactive approach with a focus on influencing and developing others.
- Proficiency in MS Office suite.
- Demonstrated integrity, work ethics, and a positive attitude.
- Exceptional negotiation, communication, interpersonal, problem-solving, and analytical skills.
- Self-motivation and a results-driven approach.
- Excellent report writing and presentation abilities.
How to Apply:
Interested and qualified candidates are invited to send their updated CVs via email to: careers@mogo.co.ug
Application Deadline: 23rd February 2024
Join our team and contribute to enhancing the financial solutions landscape in Uganda, driving success through quality and innovation.