Quality Assurance Team Lead Employment Opportunity – M-KOPA Solar
Job Title: Quality Assurance Team Lead
Organization: M-KOPA Solar
Duty Station: Lubowa, Kampala, Uganda
Reports to: Deputy Operations Manager
About US:
M-KOPA Solar is the global leader of “pay-as-you-go” energy for off-grid customers. Since its commercial launch in October 2012, M-KOPA has connected more than 600,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 new homes each day. The success of M-KOPA (M= mobile, KOPA= to borrow) stems from making solar products affordable to low-income households on a pay-per-use installment plan. Customers acquire solar systems for a small deposit and then purchase daily usage “credits” for US $0.45, or less than the price of traditional kerosene lighting. After one year of payments customers own their solar systems outright and can upgrade to more power.
Job Summary: The Quality Assurance Team Lead will lead a team of Quality Analysts, monitor and manage individual performance, while motivating the team to ensure that the M-KOPA service quality objectives are met
Key Duties and Responsibilities:
- Manage the overall teams’ daily activities to ensure Customer care operations are fully supported.
- To build, direct and drive implementation of the Quality Assurance operational plan
- Provide support to the team on escalated quality challenges to ensure complete resolution
- Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
- Draft and shape the Quality Assurance processes and drive compliance among the stake holders
- Analyze and report on customer, product and the overall operational challenges
- Benchmark to ensure continuous improvement and application of industry recognized best practices
- Responsible for quiz administration and management
- Responsible for ensuring that all system changes and/or improvements are in line with M-KOPAs Consumer Protection and Data Privacy policies.
- Liaise with HR business partner on any people related topics, including disciplinary issues
Qualifications, Skills and Experience:
- The ideal candidate for the M-KOPA Solar Quality Assurance Team Lead job must hold a Degree in any field.
- One year of experience in a Team Leadership, Quality Analyst role or their equivalent
- Leadership and interpersonal skills
- Excellent communication, influencing skills and negotiation skills to get management buy-in on ideas and concepts
- Performance management, coaching and mentoring skills
- Proactive, quick thinker and assertive
- Good decision making and problem-solving skills
- Analytical skills
- Highly flexible
- Ability to prioritise and work under pressure to deliver on agreed timelines
- Conflict management
- Proficiency with MS Excel and MS PowerPoint
How to Apply:
All suitably qualified candidates are invited to send a comprehensive CV by e-mail to careersug@m-kopa.com. Please kindly mark your application as “Application _ “Quality Assurance Team Lead”_ in the subject line of your email. The interested candidates should submit their application and CV addressed to
The Head of Human Resource & Administration,
M-KOPA Uganda Limited,
Lubowa Estate, Plot 1300 -1301 Kampala.
Deadline: Wednesday 20th March, 2019 by 5:oo PM
Please Note: Due to the large number of applications received by us, we regret that you will not be contacted unless you are short listed for the post and invited for an interview. Therefore, if you have not heard from M-KOPA within 2 weeks of the date of the deadline your application, you should assume that you have not been successful on this occasion. This measure has been taken in the interests of efficiency and cost effectiveness and we apologize for any inconvenience this may cause.
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