Summary
Date Posted: Sunday, March 13, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job details:
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.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
To apply, submit your application, detailed CV and copies of Academic Documents to the address below;
The Human Resource Manager;
Platinum Credit (U) Ltd
Send your application by
Email to: careers@platinumcredit.co.ug ,

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