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Job Title:    Quality Analyst (Call Centre Jobs)

Organization:
M-KOPA Uganda Limited.

Duty Station:
M-KOPA Head Quarters Lubowa, Kampala. Uganda

Reports to:
Quality Assurance Team Lead

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.

Job Summary:  The Quality Analyst is responsible for
ensuring all customer interactions in the MKOPA call centre are handled as per
the standard operating procedures.  The
QA will work hand in hand with other quality assessors and Team leaders to ensure
the quality of customer service in the call centre is not compromised at all
the points of interaction.

Key Duties and Responsibilities: 

·        
Monitor
and analyse calls to ensure CCR interactions are as per company call handling
standards.

·        
Periodically
report on the centre’s quality performance to the CC management and creatively
suggest ways of improving operational efficiency and the quality of service
delivery across all CRMs

·        
Provide
coaching and mentorship to the CCRs as assigned by the QA TL

·        
To
support management by ensuring that quality assurance processes are followed so
that service quality is not compromised

·        
Design
quality and compliance processes as and when there is business need.

·        
Quality
analyst should also stay abreast with industry trends. An analyst should
benchmark the practices of various firms with contact centres to identify what
other quality- assurance teams are doing to improve customer relations

·        
Conduct
regular customer and agent surveys to check satisfaction levels and recommend
corrective actions.

Qualifications, Skills and Experience: 

·        
The ideal
candidate must hold a Bachelor’s degree in a related field from a recognized
institution.

·        
One year
of experience as quality analyst in a busy call centre environment

·        
Experience
as a Customer Service Representative is strongly desired so that they are in a
better position to understand the role challenges and provide constructive
feedback to management.

·        
Customer
– centric

·        
Innovativeness

·        
Data
analysis capability and ability to influence data driven decisions.

·        
Fluent
in at least English & Luganda / or a major language found within any of the
Sales Regions

·        
Time
management and ability to prioritise and be able to work independently in order
to manage the workload and meet required deadlines and targets

·        
Proficiency
in MS Excel, MS Work and MS Power point

·        
Exceptional
listening, analytical and communication skills to be able to evaluate the
quality of each recorded call and provide objective and constructive feedback.

·        
Teamwork
and collaboration so as to work effectively with a team of quality assurance
specialists and ensure consistency in how recorded calls are evaluated and
feedback provided.

·        
Should
be self-motivated & able to demonstrate a drive for results with a
professional approach.

How to Apply:

Only candidates who
meet the minimum criteria outlined as above are invited to send a comprehensive
CV by e-mail to careersug@m-kopa.com.
Please kindly mark your application as “Application _ “Quality Analyst”_ in the
subject line of your email.

The interested
candidates should submit their applications CV addressed to;

The Head of Human
Resource & Administration,

M-KOPA Uganda
Limited,

Deadline: 5^th August 2019 by 5:00pm

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