Job Title: Telesales Quality Analyst (Call Centre Jobs)
Organisation: M-KOPA
Duty Station: Lubowa, Kampala, Uganda
About US:
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
Job Summary: The Quality Analyst is responsible for ensuring all customer interactions in the M-KOPA call center are handled as per the standard operating procedures. The QA will work hand in hand with other quality Analysts and Team leaders to ensure the quality of customer service in the call center is not compromised at all points of interaction. You will report to the Quality Analyst. This is a #LI-Hybrid” role.
Key Duties and Responsibilities:
- You will offer support in developing and implementing Tele sales quality processes, procedures, and standards to improve the overall M-KOPA customer experience.
- You will listen to Telesales Representatives and client calls; provide real-time feedback to quality outliers to ensure improvement while consolidating good performers.
- You will actively participate in the design of call monitoring formats and quality standards
- You will identify knowledge gaps and use data trends to make recommendations for training to the leadership team.
- You will use a quality monitoring data management system to compile, track and prepare performance presentations and reviews at the team and individual levels.
- You will champion compliance to M-KOPA call center internal policies, processes, and regulations and drive for changes that will improve the overall customer experience for best practice.
- You will document call behavior and provide actionable feedback to Telesales Representatives and Call Centre Leadership team.
Qualifications, Skills and Experience:
- The applicant must hold a Bachelor’s degree in any field.
- Two years of experience in a call center setup as a quality analyst.
- Background in auditing Telesales teams will be an added advantage.
- Leadership and interpersonal skills
- Performance management, coaching, and mentoring skills
- Good decision-making and problem-solving skills.
- Good Performance track record.
- Ability to work under pressure and deliver on agreed timelines.
What’s in it for you
- Great compensation package
- Bonus
- Annual Leave
- Learning & Development Support
How to Apply:
All qualified candidates should apply online at the link below
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