Call Centre / Customer Service Jobs – Quality Assurance Analyst – Platinum Credit (U) Ltd

Job Title:    Quality Assurance Analyst 
Organisation: Platinum
Credit (U) Ltd
Duty Station: Kampala,
Uganda
About US:
Platinum Credit (U)
Ltd is a subsidiary of Platcorp Holdings Ltd which operates as a holding
company and through its subsidiaries provides emergency loans to individuals in
the East African region. They are a leading Regional Micro Finance Company
providing emergency loans to employed individuals in Eastern Africa with a
branch network in Uganda, Kenya and Tanzania. Platinum Credit (U) Ltd has
introduced a new product available to formally employed persons working in the
Private Sector.
Job Summary:  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 and 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.



Qualifications, Skills and Experience: 
·        
The ideal
candidate must hold a Bachelor’s Degree in a Business related field from a
recognized University.
·        
At least
three years’ experience in a similar position preferably in Call Centre.
·        
Supervisor
skills and experience
.
·        
Computer
knowledge (Analysis)
.
·        
Excellent
numerical and analytical skills
.
·        
Excellent
interpersonal and communication skills
How to Apply:
All suitably
qualified and interested candidates should send their applications, detailed CVs
and copies of academic documents to the address below;
The Human Resource
Manager;
Platinum Credit (U)
Ltd
Send your application via Email to: info@platinumcredit.co.ug
Deadline: 31st July 2019
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latest jobs, please visit http://www.theugandanjobline.com or
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