Job
Title: Quality
Assurance Officer
Title: Quality
Assurance Officer
Organisation: aYo
Uganda
Uganda
Duty Station: Kampala,
Uganda
Uganda
Reports to: Call
Centre Manager/CEO
Centre Manager/CEO
About US:
aYo is a Micro
Insurance Company partnering with MTN to offer revolutionary Insurance
solutions. aYo brings you an easy way to get hospital cover for accidents (not
illness) and life cover. You can also add aYo Send with Care cover to the money
you send home through MTN Mobile Money.
Insurance Company partnering with MTN to offer revolutionary Insurance
solutions. aYo brings you an easy way to get hospital cover for accidents (not
illness) and life cover. You can also add aYo Send with Care cover to the money
you send home through MTN Mobile Money.
Job Summary: The Quality Assurance Officer primarily ensures
accuracy of information and quality of overall service delivery by auditing and
monitoring sales and services engagement and recommending improvements.
accuracy of information and quality of overall service delivery by auditing and
monitoring sales and services engagement and recommending improvements.
Key Duties and Responsibilities:
·
Determines
telesales quality standards by studying inbound and outbound calls and customer
service presentations; conducting test calls to telesales service
representatives on new products.
Determines
telesales quality standards by studying inbound and outbound calls and customer
service presentations; conducting test calls to telesales service
representatives on new products.
·
Verifies
telesales results by measuring skills in use of scripts, product knowledge,
sales and service ability, greeting, diction, listening, etiquette, objection
handling, efficiency, and courteous close of call.
Verifies
telesales results by measuring skills in use of scripts, product knowledge,
sales and service ability, greeting, diction, listening, etiquette, objection
handling, efficiency, and courteous close of call.
·
Provides
feedback to telesales by monitoring calls; monitoring feedback for external
vendor programs; conducting monthly help sessions.
Provides
feedback to telesales by monitoring calls; monitoring feedback for external
vendor programs; conducting monthly help sessions.
·
Evaluates
telesales approaches by rating effectiveness of service representatives;
providing quality ratings; identifying training needs; developing training
programs; conducting training.
Evaluates
telesales approaches by rating effectiveness of service representatives;
providing quality ratings; identifying training needs; developing training
programs; conducting training.
·
Periodically
undertake mystery shopping to monitor the quality level of sales engagement by
all sales channels including third party agents.
Periodically
undertake mystery shopping to monitor the quality level of sales engagement by
all sales channels including third party agents.
·
Analysis
of USSD engagement to determine or identify outliers which need training or
assistance
Analysis
of USSD engagement to determine or identify outliers which need training or
assistance
·
Directs
quality initiatives by requiring adherence to quality assurance policies and
procedures; developing new models; implementing changes.
Directs
quality initiatives by requiring adherence to quality assurance policies and
procedures; developing new models; implementing changes.
·
Maintains
professional and technical knowledge by attending educational workshops;
establishing personal networks; benchmarking state-of-the-art practices;
participating in professional societies.
Maintains
professional and technical knowledge by attending educational workshops;
establishing personal networks; benchmarking state-of-the-art practices;
participating in professional societies.
·
Contributes
to team effort by accomplishing related results as needed
Contributes
to team effort by accomplishing related results as needed
·
Support
the activities of the direct sales agents in the field by providing real time
quality control support.
Support
the activities of the direct sales agents in the field by providing real time
quality control support.
Qualifications, Skills and Experience:
·
The
ideal candidate must hold a Bachelor’s degree in Business Statistics,
Business Administration, or a related field would be advantageous.
The
ideal candidate must hold a Bachelor’s degree in Business Statistics,
Business Administration, or a related field would be advantageous.
·
At least
two years of work experience quality assurance in the telco or financial sector
At least
two years of work experience quality assurance in the telco or financial sector
·
Experience
in Quality inspection, auditing and testing
Experience
in Quality inspection, auditing and testing
·
Experience
in implementation of corrective action programs
Experience
in implementation of corrective action programs
Competencies
·
Confidence
Confidence
·
Listening
and attention to detail
Listening
and attention to detail
·
Communication
(verbal and written) and interpersonal skills
Communication
(verbal and written) and interpersonal skills
·
Data
collection, management and analysis – very good understanding of Excel
Data
collection, management and analysis – very good understanding of Excel
·
Problem
analysis and problem solving
Problem
analysis and problem solving
·
Language
proficiency(multi lingual)
Language
proficiency(multi lingual)
·
Planning
and organizing
Planning
and organizing
·
Judgment
and Decision-making
Judgment
and Decision-making
·
Customer
service orientation
Customer
service orientation
·
Teamwork
Teamwork
NB: In
addition, you will need to be able to work in a regularly changing environment,
be prepared to take on and let go of tasks and functions to meet changing
company requirements and be able to travel frequently.
addition, you will need to be able to work in a regularly changing environment,
be prepared to take on and let go of tasks and functions to meet changing
company requirements and be able to travel frequently.
How to Apply:
All suitably
qualified and interested candidates are encouraged to apply by sending their
updated CVs to [email protected].
qualified and interested candidates are encouraged to apply by sending their
updated CVs to [email protected].
Deadline: 15th April 2019
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