Job Title: Quality Assurance Analyst
Organisation: Platinum Credit (U) Ltd
Duty Station: Bukoto, Kampala, Uganda
About Organisation:
Platinum Credit is a leading Regional Micro Finance Company providing emergency loans to employed individuals in Africa. The company has a wide spread branch network in Uganda and offers various products including; Civil Servant Loans, Logbook Finance Loans, SME Loans and Private Sector loans among others. Platinum Credit (U) Ltd is a subsidiary of Platcorp Holdings Ltd.
Job Summary: Responsible for evaluating, monitoring and improving overall performance for Call Centre 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:
- Evaluate customer interactions and rate employees’ competencies to service customers in accordance with defined quality standards.
- Assess calls daily, weekly & monthly
- Advise Team leaders, Supervisors and Managers of any gaps identified.
- Conduct trend analysis report for Quality Assurance as a department.
- Promote a customer-focused response service hinged on the Platinum Credit Brand values within Call Centre Subscriber Operations.
- Promote a quality management system within Call Centre Subscriber Operations.
- Measure customers’ experience within Call Centre Subscriber Operations.
- Conduct Calibration sessions with Team Leaders to ensure consistency of assessment standards.
- Conduct knowledge assessments on Platinum Credit products and services.
- Utilize appropriate Call Centre systems, processes and procedures to support work.
- Measure the quality and response times of all correspondence to customers handled by Agents in Call Centre Subscriber Operations.
- Contribute to the improvement of Customer satisfaction index through identification of gaps.
- Ensure that 95% is attained on First call resolution throughout the entire Call Center.
- Quality Assessor Performance Reviews.
Qualifications, Skills and Experience:
- A minimum of 3 years’ experience in a similar position preferably in Call Centre.
- Bachelor’s Degree in a Business related field from a recognized University.
- Supervisory skills and experience
- Computer knowledge (Analysis).
- Excellent numerical and analytical skills.
- Excellent interpersonal and communication skills.
How to Apply:
To apply, submit your application, detailed CV and copies of Academic Documents to the address below;
The Human Resource Manager;
Platinum Credit (U) Ltd
Send your application by;
Email to: [email protected]
Deadline: 31st January 2025
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