About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client D.Light, we are looking for skilled and competent KYC & Quality Assessors to work in Kampala.

Number of Vacancies: 3

Reports to: Head of Contact Center Operations

Report direct: Quality Assessors- VI Markets

Job description

The KYC & Quality Analyst role involves evaluating the performance of representatives from various functions and providing effective feedback and coaching to enhance customer experience. The position requires monitoring and evaluating touchpoint representatives, reporting deviations from Standard Operating Procedures to Supervisors, evaluating and recommending processes and procedures of Operations Divisions, and conducting trend analysis.

Key Responsibilities

• Monitor and evaluate touchpoint representatives
• Provide feedback to representatives on quality performance
• Complete feedback sheets
• Identify and escalate training needs
• Report deviations from Standard Operating Procedures to Supervisors
• Coach CSRs
• Evaluate and recommend processes and procedures of Operations Divisions
• Conduct trend analysis
• Handle escalated queries
• Manage and monitor QA system
• Identify and contribute to quality initiatives
• Prepare quality reports
• Regularly report to various functional teams on employee performance evaluations
• Develop and maintain evaluation criteria
• Research quality standards
• Document gaps identified in audit ratings vs QA ratings

Key Performance Indicators (KPIS):

• Learning & Development: Team coaching and Mentoring
• Contact Center processes compliance drive.
• Customer satisfaction versus target (Net Promoter Score/CES)

Requirements

Qualifications and Experience:

• Bachelor's degree in social sciences or a business-related field
• Additional focused Call Centre qualification and Diploma in Customer Services Management is an added advantage
• 3 years of working experience in the Call Centre or in the Service Industry
• Experience at technology-oriented service firms such as Mobile telephony and BPO call centers is an added advantage
• Excellent interpersonal skills
• Ability to motivate to produce results
• Excellent oral and written communication skills
• Dependability
• Multitasking.