The Quality Assurance Analyst at platinum credit is responsible for evaluating, monitoring and developing overall Agent performance while ensuring the quality of all customer support activities meets the organization’s standards and expectations within the assigned line of service.
Key duties/responsibilities:
• Listen and evaluate a pre-determined number of calls per Agent in a week for all Agents assigned while ensuring that quality standards are met.
• Ensuring staff are adhering to set out service line processes and procedures as per the organization’s expectations.
• Analyse QA performance trends and conduct pre-determined daily coaching sessions with each Agent while providing effective developmental feedback.
• Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards to ensure that each and every member of the team is updated on their quality performance.
• Schedule weekly performance meeting with the team to provide QA feedback and actions to drive Agent behaviour and Quality improvement.
• Provide feedback to the Head of Departments on areas that will improve quality, productivity and procedures.
• Provide support to new Agents during the nesting period by scheduling coaching sessions.
• Assist Team Leaders with floor coverage to provide Agents with support on customer queries and handling escalated calls.
Required Qualifications and Work Experience:
• A minimum of 3 years’ experience in a similar position preferably in Call Centre.
• Bachelor’s Degree in a Business-related field from a recognized University.
• Supervisor skills and experience
• Computer knowledge (Analysis).
• Excellent numerical and analytical skills.
• Excellent interpersonal and communication skills.
Deadline of this Job:
Friday, October 20 2023
Duty Station:
Within Uganda , Kampala, East Africa
Summary
Date Posted: Thursday, October 05 2023, Base Salary: Not Disclosed
Work Hours: 8
Experience in Months: 36
Level of Education: Bachelor Degree
Job application procedure
To apply for Quality Assurance Analyst, submit your application, detailed CV and copies of Academic Documents to the address below;
The Human Resource Manager;
Platinum Credit (U) Ltd
Send your application by
Email to: [email protected],
Deadline: 20th October 2023
