The Ugandan Jobline

Job Title:       Call Center QA Analyst

Organization: Watu
Credit

Duty Station: Kampala,
Uganda

About US:

Watu Credit is a
dynamic fast-growing non-bank finance company that harnesses technology to
offer both secured and unsecured lending primarily via mobile services.
Headquartered in Mombasa (Kenya), Watu Credit aims to become the leading
African provider of a broad set of inclusive financial products, delivered
through technology in a fast, efficient and professional manner. The Company
commenced its business operations in July 2015 with expansion into Uganda and
Nigeria in 2019. Our clear vision is to be the best provider of short and
medium-term loan products tailored to the exact needs of our target customers
and delivered through mobile technology.

Job Summary:  The Call Center QA Analyst is responsible for
assessing the quality of the performance of our call center. The QA will
monitor inbound and outbound calls to assess associates’ demeanor, technical
accuracy, customer service performance and conformity to company policies and
procedures. This individual will assist in developing, creating and
implementing call center quality processes and procedures; assessing training
needs and coaching to enhance the overall Watu Credit customer’s experience..

Key Duties and Responsibilities:  

·       Design call monitoring formats and quality
standards;

·       Perform quality check and audits of inbound
and outbound calls to ensure adherence to policies & procedures (e.g.,
quality, accuracy and timeliness) and high level of customer service;

·       Uses quality monitoring data management
system to compile and track performance at team and individual level;

·       Coordinates and facilitates call calibration
sessions for call center staff;

·       Identify and monitor trends and quality risks
and serve as a resource regarding quality concerns or issues;

·       Identify training needs, design training
manuals and coordinate training of call center agents;

·       Provides feedback on quality review to call
center supervisors/team leaders and managers;

·       Coaches Call Center agents on work procedures
including but not limited to proper call handling and maintaining call quality
standards;

·       Prepares, analyzes, and presents quality
reports to management;

·       Performing other tasks as directed by company
management

Qualifications, Skills and Experience:

·       The applicant must hold a Bachelor’s Degree
in relevant discipline (Business or Management);

·       At least two years of experience performing
Quality Assurance in a contact center environment. Experience in debt
collection/financial services is a plus;

·       Experience developing and implementing QA
programs highly preferred;

·       Must be proficient with Microsoft Office
(Word, PowerPoint and Excel);

·       Exceptional listening and analytical skills;

·       Excellent verbal, written and interpersonal
communication skills;

·       Outstanding focus on quality and customer
service skills;

·       Must be self-motivator and self-starter;

·       Ability to multitask and successfully operate
in a fast paced, team environment;

·       Solid time management skills;

·       Must be able to effectively deal with people
at all levels inside and outside of the Company;

·       Must adapt well to change and successfully
set and adjust priorities as needed.

How to Apply:

All qualified
candidates are invited to apply online at the link below.

Click Here

Deadline:  31^stMarch 2020

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