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Quality Assurance Analyst

Platinum Credit (U) Ltd

This is a Full-time position in Uganda posted March 15, 2022.

Platinum Credit (U) Ltd Carreer opportunities in Uganda Quality Assurance Analyst Jobs opportunities in Uganda at Platinum Credit (U) Ltd

# Job Description

The Quality Assurance Analyst is responsible for evaluating, monitoring and
developing overall Agent performance while ensuring the quality of all
customer support activities meets the organization’s standards and
expectations within the assigned line of service.

Key duties/responsibilities:
• Evaluate customer interactions and rate employees’ competencies to service
customers in accordance with defined quality standards.
• Assess calls daily, weekly & monthly
• Identify gaps as per service provided by employees
• 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 Center subscriber operations.
• Promote a quality management system within Call Center Subscriber
Operations.
• Measure customers’ experience within Call Center 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 center systems, processes and procedures to support
work.
• Meet performance goals and objectives.
• Measure the quality and response times of all correspondence to customers
handled by agents in call center subscriber Operations.
• Contribute to the improvement of Customer satisfaction index through
identification of
• Gaps.
• Assist in all personnel matters including induction and training of call
center agents.
• Substitute for the Direct report as required.
• Assist in Call Center recruitment processes.
• Assist in Product surveys.
• Ensure that 95% is attained on First call resolution throughout the entire
Call Center.
• Quality Assessor Performance Reviews.

Required Qualifications and Work 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.

Apply Online Now




Email:: [email protected]

To apply, submit your application, detailed CV and testimonials to the address
below;

**The Human Resource Manager;
Platinum Credit U Ltd
Send your application by **

Email to: [email protected] ,

Platinum Credit (U) Ltd Carreer opportunities in Uganda Quality Assurance Analyst Jobs opportunities in Uganda at Platinum Credit (U) Ltd

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