Job Title: Quality Analyst
Organisation: EBC
Duty Station: Kampala, Uganda
About Organisation:
“EBC” is the umbrella brand under which a consortium of dedicated in-house, virtual, associate Professionals & independent identical firms, with both local & International Experience come together to provide end to end Quality Advisory, Consulting & Outsourcing Services.
Job Summary: Our Client is looking for a detail-oriented Quality Analyst to support our online collections team by monitoring call quality, improving agent performance, and ensuring compliance with company standards.
Key Duties and Responsibilities:
- Monitor and evaluate agent calls (live & recorded)
- Provide feedback, coaching, and training to improve performance
- Identify trends affecting collections (e.g., low conversions, fake PTPs)
- Ensure compliance with collection policies and professionalism
- Prepare quality reports and recommend improvements
Key KPIs
- Call quality scores
- Improvement in conversion and recovery rates
- Reduction in customer complaints
Qualifications, Skills and Experience:
- 3 Years
How to Apply:
Interested candidates can send their resumes to cv@welcometoebc.com mentioning “Job Title” in the subject line.
Deadline: 16th May 2026
NB: Only shortlisted candidates will be contacted.
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 36