Quality Assurance Supervisor-Uganda Jobs

Organisation: MultiChoice Uganda Limited

Duty Station: Kampala, Uganda

Reports to: Operations Manager

About Us:

Our client MultiChoice Uganda Limited is a proven market leader in the provision of subscriber management services for Pay TV options such as DStv and GOtv has succeeded in making world class Pay TV services easily accessible at affordable prices to a wide cross section of TV audiences across all the key towns in Uganda.

Key Duties and Responsibilities:

• The QA Supervisor will conduct quality monitoring and coaching to ensure quality standards are maintained by the team by listening in on individual calls.
• Provide hands-on support and lead the team towards achievement of individual performance goals and department objectives.
• Identify individual training needs and together with the Trainers and Supervisors develop plans for immediate and long-term performance improvements.
• Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
• Identify top reasons for calls, focus on agents responses to related queries, and take corrective action where necessary.
• Schedule one on one performance discussions and document for future reference and training.
• Schedule training & Coaching sessions on customer service & Quality on a quarterly basis
• Provide periodic reports on Quality performance of the team and action on identified gaps and challenges.
• Support the supervisory team in to attaining the agreed service level objective and quality through real time monitoring of agent performance.

Qualifications, Skills and Experience: 

• The applicant must possess a good bachelor’s degree in a business related field
• A minimum of three years’ quality assurance working experience in a dynamic service company
•  Excellent computer literacy skills
•  Excellent written and verbal communication, and interpersonal skills
• Self-motivated with a strong work ethic and able to demonstrate a drive for results with a professional approach.
• Should have excellent knowledge on customer care processes and procedures.
• Possess excellent people management, leadership and counseling skills
• Experience with staff development, performance management, and cross training.
• Excellent communication skills.
• Demonstrate high level of integrity, work ethics, and a proactive and positive attitude.
• Fluency in English and at least one local language.
• Excellent team player.

Age: 35 years and below

How to Apply:

All suitably qualified candidates should visit the web link below and create a profile on the NFT Consult website by entering their e-mail addresses

Please visit web link below and click Apply now if convinced you have the job requirements

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