Application Deadline: May 30, 2022

We are pleased to announce the following vacancy for Analyst – Quality Assurance within the Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Manager – CX and Quality the role holder will assess the quality-of-service delivery across all customer touch points; Support the call center teams in gap identification and make recommendations to improve on Customer experience; Monitor and drive NPS growth for the various touchpoints; Collaborate and engage with stakeholders

Job Responsibilities

• Complete daily weekly and monthly assessments as per allocated evaluations
• Carry out independent and fair assessment of CEE’s according to the quality assessment guideline clearly detailing gaps picked in the evaluation process.
• Respond to queries on issues relating to the quality evaluation process i.e. re-evaluation
• Prepare performance reports each month to highlight performance gaps and opportunities to assist the team leaders in the coaching process
• Attend and drive team reviews by highlighting gaps on quality performance. 
• Participate in ISO audits 
• Organize and participate in the scheduled calibration sessions with stakeholders every month
• Prepare reports/feedback on quality performance in relation to process, products etc. for the assigned staff to help in procedure/process gap identification
• Generate initiatives, recommendations/proposals impacting service delivery from customer feedback surveys (TNPS/CSAT/Post Call)
• Provide Quality observations on issues impacting service for immediate action
• Conduct regular stakeholder engagements to deep dive on Customer insights and ensure follow through of recommended actions
• Training and Coaching – Collaborate with the CX Training team by using the evaluation feedback to coach their agents for improvement and assist in training gaps need analysis.

Job Requirements

• Bachelor’s degree in a Business/ Social Science discipline from a recognized university
• 4+ years’ experience working in a Call Centre environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage; at least one-year experience in Quality Management or audit environment
• Excellent knowledge of telecommunications technology and products
• Knowledge of Call center technologies and operations desirable
• Has knowledge and understanding of key deliverables in the quality assurance process i.e. Quality evaluation, Creation of assessment forms, Appeals, Calibration etc.
• Has first-hand knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
• Knowledge and experience in quality management system (QMS) needed

Quality Assurance training/Certification would be an added advantage

How to Apply

Interested applicants can apply using THIS LINK

Note: Female candidates are encouraged to apply