Call Center Jobs – Quality Analyst at M-KOPA Solar Ltd

Job Title:    Quality Analyst
Organization: M-KOPA Solar Ltd
Duty Station: Lubowa, Kampala, Uganda
Reports to: Customer Care Manager
About US:
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
200,000 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 Analyst will keenly monitor and assess
the quality of performance of call center Representatives who deal with
existing and potential customer. The QA will monitor inbound and outbound calls
and emails responses to assess demeanor, technical accuracy, customer service
performance, and conformity to company policies and procedures.
Key Duties and Responsibilities: 
  • Offer support in developing and implementing
    call center quality processes, procedures and standards to improve the
    overall MKOPA customer’s experience
  • Listen to Customer Care Representatives and
    Client calls; provide real time feedback to quality outliers to ensure
    improvement while consolidating good performers
  • Actively participate in design of call
    monitoring formats and quality standards
  • Perform call monitoring by identifying
    knowledge gaps , data trends and make 
    recommendations for training 
    to  the Call Centre
    Leadership team
  • Use quality monitoring data management system
    to compile, track and prepare performance presentations and reviews at
    team and individual level.
  • Champion compliance to M-KOPA call center
    internal policies, processes, regulations and drive for changes that will
    improve the overall customer experience for best practice.
  • Document call behavior and provide actionable
    feedback to Call Centre Representatives and Call Centre Leadership team
Qualifications, Skills and Experience: 
  • The Quality Analyst must hold a Bachelor’s
    degree from a relevant university /Institution
  • At least two to three years’ call center
  • Must be proficient with Microsoft Office
    (word, Excel and Power point );
  • Must adapt well to change and successfully
    set and adjust priorities as needed;
  • Ability to successfully operate in a fast
    paced, team environment;
  • Focus on quality and customer service with
    dedication to providing exceptional customer care;
  • Exceptional listening and analytical skills
  • Must be self-motivator and self-starter with
    creative ability & writing proficiency;
  • Solid time management skills;
  • Excellent verbal, written and interpersonal
    communication skills;
  • Ability to effectively deal with people at
    all levels inside and outside of the Company;
How to Apply:
suitably qualified and interested candidates should send their applications and
up-to-date CVs to: addressed to with the subject “Quality
Analyst” addressed to:
Human Resource & Administration Manager,
Uganda Limited,
Estate, Plot 1300 -1301 Kampala. Uganda
Deadline: 22nd August, 2016
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