Job Title: Quality Assurance Team Lead
Organization:
M-KOPA Solar
M-KOPA Solar
Duty Station:
Lubowa, Kampala, Uganda
Lubowa, Kampala, Uganda
Reports to:
Deputy Operations Manager
Deputy Operations Manager
About US:
M-KOPA 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 600,000 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.
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 600,000 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
Assurance Team Lead will lead a team of Quality Analysts, monitor and manage
individual performance, while motivating the team to ensure that the M-KOPA
service quality objectives are met
Assurance Team Lead will lead a team of Quality Analysts, monitor and manage
individual performance, while motivating the team to ensure that the M-KOPA
service quality objectives are met
Key Duties and Responsibilities:
·
Manage
the overall teams’ daily activities to ensure Customer care operations are
fully supported.
Manage
the overall teams’ daily activities to ensure Customer care operations are
fully supported.
·
To
build, direct and drive implementation of the Quality Assurance operational
plan
To
build, direct and drive implementation of the Quality Assurance operational
plan
·
Provide
support to the team on escalated quality challenges to ensure complete
resolution
Provide
support to the team on escalated quality challenges to ensure complete
resolution
·
Manage
the team’s performance by offering guidance, coaching and coordinating
performance discussions
Manage
the team’s performance by offering guidance, coaching and coordinating
performance discussions
·
Draft
and shape the Quality Assurance processes and drive compliance among the stake
holders
Draft
and shape the Quality Assurance processes and drive compliance among the stake
holders
·
Analyze
and report on customer, product and the overall operational challenges
Analyze
and report on customer, product and the overall operational challenges
·
Benchmark
to ensure continuous improvement and application of industry recognized best
practices
Benchmark
to ensure continuous improvement and application of industry recognized best
practices
·
Responsible
for quiz administration and management
Responsible
for quiz administration and management
·
Responsible
for ensuring that all system changes and/or improvements are in line with
M-KOPAs Consumer Protection and Data Privacy policies.
Responsible
for ensuring that all system changes and/or improvements are in line with
M-KOPAs Consumer Protection and Data Privacy policies.
·
Liaise
with HR business partner on any people related topics, including disciplinary
issues
Liaise
with HR business partner on any people related topics, including disciplinary
issues
Qualifications, Skills and Experience:
·
The
ideal candidate for the M-KOPA Solar Quality Assurance Team Lead job must hold
a Degree in any field.
The
ideal candidate for the M-KOPA Solar Quality Assurance Team Lead job must hold
a Degree in any field.
·
One year
of experience in a Team Leadership, Quality Analyst role or their equivalent
One year
of experience in a Team Leadership, Quality Analyst role or their equivalent
·
Leadership
and interpersonal skills
Leadership
and interpersonal skills
·
Excellent
communication, influencing skills and negotiation skills to get management
buy-in on ideas and concepts
Excellent
communication, influencing skills and negotiation skills to get management
buy-in on ideas and concepts
·
Performance
management, coaching and mentoring skills
Performance
management, coaching and mentoring skills
·
Proactive,
quick thinker and assertive
Proactive,
quick thinker and assertive
·
Good
decision making and problem-solving skills
Good
decision making and problem-solving skills
·
Analytical
skills
Analytical
skills
·
Highly
flexible
Highly
flexible
·
Ability
to prioritise and work under pressure to deliver on agreed timelines
Ability
to prioritise and work under pressure to deliver on agreed timelines
·
Conflict
management
Conflict
management
·
Proficiency
with MS Excel and MS PowerPoint
Proficiency
with MS Excel and MS PowerPoint
How to Apply:
All suitably
qualified candidates are invited to send a comprehensive CV by e-mail to
[email protected]. Please kindly mark your application as “Application _
“Quality Assurance Team Lead”_ in the subject line of your email. The
interested candidates should submit their application and CV addressed to
qualified candidates are invited to send a comprehensive CV by e-mail to
[email protected]. Please kindly mark your application as “Application _
“Quality Assurance Team Lead”_ in the subject line of your email. The
interested candidates should submit their application and CV addressed to
The Head of Human
Resource & Administration,
Resource & Administration,
M-KOPA Uganda
Limited,
Limited,
Lubowa Estate, Plot
1300 -1301 Kampala.
1300 -1301 Kampala.
Deadline: Wednesday 20th March, 2019 by 5:oo PM
Please Note: Due
to the large number of applications received by us, we regret that you will not
be contacted unless you are short listed for the post and invited for an
interview. Therefore, if you have not heard from M-KOPA within 2 weeks of the
date of the deadline your application, you should assume that you have not been
successful on this occasion. This measure has been taken in the interests of
efficiency and cost effectiveness and we apologize for any inconvenience this
may cause.
to the large number of applications received by us, we regret that you will not
be contacted unless you are short listed for the post and invited for an
interview. Therefore, if you have not heard from M-KOPA within 2 weeks of the
date of the deadline your application, you should assume that you have not been
successful on this occasion. This measure has been taken in the interests of
efficiency and cost effectiveness and we apologize for any inconvenience this
may cause.
For more of the
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline