The Ugandan Jobline

• The QA Supervisor will conduct quality
  monitoring and coaching to ensure quality standards are maintained by the
  team by listening in on individual calls.
• Provide hands-on support and lead the team
  towards achievement of individual performance goals and department
  objectives.
• Identify individual training needs and together
  with the Trainers and Supervisors develop plans for immediate and
  long-term performance improvements.
• Proactively solve problems and provide timely
  resolution to ensure minimal impact to customer and employee satisfaction.
  Identify the most appropriate course of action for problem resolution and
  effectively communicate plans to those impacted.
• Identify top reasons for calls, focus on agents
  responses to related queries, and take corrective action where necessary.
• Schedule one on one performance discussions and
  document for future reference and training.
• Schedule training & Coaching sessions on
  customer service & Quality on a quarterly basis
• Provide periodic reports on Quality performance
  of the team and action on identified gaps and challenges.
• Support the supervisory team in to attaining
  the agreed service level objective and quality through real time
  monitoring of agent performance.

• The applicant must possess a good bachelor’s
  degree in a business related field
• A minimum of three years’ quality assurance
  working experience in a dynamic service company
• Excellent computer literacy skills
• Excellent written and verbal communication, and
  interpersonal skills
• Self-motivated with a strong work ethic and
  able to demonstrate a drive for results with a professional approach.
• Should have excellent knowledge on customer
  care processes and procedures.
• Possess excellent people management, leadership
  and counseling skills
• Experience with staff development, performance
  management, and cross training.
• Excellent communication skills.
• Demonstrate high level of integrity, work
  ethics, and a proactive and positive attitude.
• Fluency in English and at least one local
  language.
• Excellent team player.

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