JOBS

Quality Assurance Analyst job opportunity at Platinum Credit (U) Ltd

Quality Assurance Analyst

Vacancy title:
Quality Assurance Analyst

[ Type: FULL TIME, Industry: Financial Services, Category: Administrative & Office ]

 

Jobs at:

Platinum Credit (U) Ltd

Deadline of this Job:
31st July 2019

Duty Station:
Within Uganda , Kampala, East Africa

Summary
Date Posted: Friday, July 05, 2019, Base Salary: Not Disclosed

 

JOB DETAILS:
The Quality Assurance Analyst 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 the 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.

Job Qualifications: Not Specified

Job Education Requirements: Bachelor’s Degree

Job Experience Requirements: 3 years

Job application procedure
To apply, 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: info@platinumcredit.co.ug ,
Deadline: 31 st July 2019
Charles J

Holds a BA from PUU-ROME in Philosophy and Master of Arts in Bioethics A great Philosopher, Bioethicist and Classical Pianist

Recent Posts

President Museveni Launches Teso Industrial Hub, Warns Against School Fees in Public Schools

President Yoweri Museveni has inaugurated the Teso Zonal Presidential Industrial Hub in Arapai, Soroti City,…

22 hours ago

KCCA Halts Ham Enterprises Projects Over Flooding Concerns in Kampala

The Acting Executive Director of Kampala Capital City Authority (KCCA), Frank Rusa, has suspended construction…

1 day ago

Museveni Appoints Prof. Moses Muhwezi as Makerere University Business School Principal

President Yoweri Museveni has appointed Prof. Moses Muhwezi as the principal of Makerere University Business…

2 weeks ago

Uganda Launches TVET Reforms to Boost Employment

The Ugandan government has introduced reforms in the Technical and Vocational Education and Training (TVET)…

4 weeks ago

Mbarara University Holds 31st Graduation, Welcomes New Vice Chancellor

Mbarara University of Science and Technology (MUST) held its 31st graduation ceremony on 19th October…

1 month ago

Love Languages Unpacked: How to Communicate Love in Ways That Truly Resonate

Discover the five love languages and learn how to communicate love effectively in your relationships.…

1 month ago

This website uses cookies.