Analyst – Quality Assurance – Safaricom Telecommunications Ethiopia PLC
Customer Service, Sales and Marketing, Quality Assurance
Safaricom Telecommunications Ethiopia PLC
Whether you’re looking to join our technology, commercial or corporate teams and would like to be part of our team, working in partnership with the government and the sector, towards thepromise of a digital future for the people of Ethiopia, we are looking for you
We are pleased to announce the following vacancy for Analyst – Quality Assurance within the Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Manager – CX and Quality the role holder will assess the quality-of-service delivery across all customer touch points; Support the call center teams in gap identification and make recommendations to improve on Customer experience; Monitor and drive NPS growth for the various touchpoints; Collaborate and engage with stakeholders
Job Responsibilities
· Complete daily weekly and monthly assessments as per allocated evaluations
· Carry out independent and fair assessment of CEE’s according to the quality assessment guideline clearly detailing gaps picked in the evaluation process.
· Respond to queries on issues relating to the quality evaluation process i.e. re-evaluation
· Prepare performance reports each month to highlight performance gaps and opportunities to assist the team leaders in the coaching process
· Attend and drive team reviews by highlighting gaps on quality performance.
· Participate in ISO audits
· Organize and participate in the scheduled calibration sessions with stakeholders every month
· Prepare reports/feedback on quality performance in relation to process, products etc. for the assigned staff to help in procedure/process gap identification
· Generate initiatives, recommendations/proposals impacting service delivery from customer feedback surveys (TNPS/CSAT/Post Call)
· Provide Quality observations on issues impacting service for immediate action
· Conduct regular stakeholder engagements to deep dive on Customer insights and ensure follow through of recommended actions
· Training and Coaching – Collaborate with the CX Training team by using the evaluation feedback to coach their agents for improvement and assist in training gaps need analysis.
Job Requirements
· Bachelor’s degree in a Business/ Social Science discipline from a recognized university
· 4+ years’ experience working in a Call Centre environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage; at least one-year experience in Quality Management or audit environment
· Excellent knowledge of telecommunications technology and products
· Knowledge of Call center technologies and operations desirable
· Has knowledge and understanding of key deliverables in the quality assurance process i.e. Quality evaluation, Creation of assessment forms, Appeals, Calibration etc.
· Has first-hand knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
· Knowledge and experience in quality management system (QMS) needed
Quality Assurance training/Certification would be an added advantage
