Summary
Date Posted: 17th April 2019 , Base Salary: Not Disclosed , Currency: UGX , Value: 1000000 , Minimum: 700000 , Maximum: 3000000 , Period: MONTH

JOB DETAILS:
Genius Hub is a recruitment Firm that specializes in talent search and placement of highly skilled individuals we are looking for a highly motivated and knowledgeable individual for our client as a Contact Center Quality Assurance Analyst.
Job Description
Our client is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. They provide distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy and is looking for a self-motivated and qualified Contact Center Quality Assurance Analyst..

 Responsibilities
(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
• Monitor and evaluate touch point representatives (where possible)
• Provide feedback to representatives with regards to their quality performance
• Complete feedback sheets
• Identify and escalate training needs
• Report Deviances from Standard Operating Procedures to Supervisors
• Coach CSRs
• Evaluate and recommend processes and procedures of Operations Divisions
• Conduct trend analysis
• Develop and Maintain evaluation criteria
• Handle escalated queries
• Manage and monitor QA system
• Identify and contribute to quality initiatives
• Prepare quality reports
• Regularly report to the various functional teams on employee performance evaluations specific to observations conducted through quality monitoring and screening activities.
• Trend Analysis
• Develop and maintain evaluation criteria
• Research quality standards
• Document gaps identified in CDI ratings vs. QA ratings

  Skills
• Coaching, written and verbal communication(letter writing, report writing), Computer skills(MS Word, Excel, PowerPoint), Problem solving and decision making, Planning and organizing, Attention to detail, team work, trend analysis, motivating, sound interpersonal skills, patience, assertiveness, conflict management, idea generation, ability to deliver under pressure.
Personal Qualities
• Achievement Orientation, customer and service orientation, self-confident, self-motivated/Independent
Knowledge
• Track record of competence in Operations, systems knowledge, technical knowledge, marketing knowledge, knowledge of customer care business processes.

Requirements
• Minimum first degree in social sciences or a business related field
• An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
• 3 years of working experience at the Call Centre or in the Service Industry
• Experience at technology oriented service firms; Mobile telephony, BPO call Centre’s, etc. will be an added advantage
• Excellent interpersonal skills
• Ability to motivate to produce results
• Excellent oral and written communication skills
• Dependability
• Multi-tasking

Job Education Requirements: Not Specified
Job Experience Requirements: Not Specified

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Job application procedure
Interested applicants should send their applications, CVs and academic documents to geniushub@kskassociates.net  not later 30th April 2019 for the attention of the Recruitment Director. Please Quote Reference GH2019/023.

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