Apply for 3 Quality Assessor Customer Service Job at MTN Uganda

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Job Title: Quality Assessor (3 Customer Service Jobs)

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Supervisor – Quality Assurance

About Organisation:

MTN Uganda is a subsidiary of MTN Group, a leading multinational Telco operating across Africa and the Middle East, serving over 280 million subscribers, making it the largest telecom in Africa.

Job Summary:

The Customer Management and Training Department at MTN Uganda oversees customer experience management activities, focusing on training, quality assurance, and customer management. In the dynamic telecommunications industry, our competitive edge hinges on delivering exceptional customer experiences tailored to our diverse customer base.

Key Duties and Responsibilities:

• Performance Management:
  • Support team leaders in setting and monitoring performance standards.
  • Provide timely, specific feedback to enhance performance.
• Staff Development:
  • Regularly review and provide feedback on team development.
  • Facilitate effective coaching and recognize developmental efforts.
• Communication:
  • Ensure clear communication of quality processes and standards.
  • Utilize various channels to relay important messages.
• Customer Service:
  • Resolve customer issues promptly and effectively.
  • Implement measures to track and enhance customer satisfaction.
• Closed Loop Feedback:
  • Conduct regular customer surveys and ensure actionable feedback.
  • Follow up on customer feedback to drive improvements.

KPA Quality Standards/Measures (KPIs for Job):

• Monitor service delivery against internal compliance standards.
• Identify gaps and recommend improvements.
• Conduct customer surveys and document customer impact processes.
• Ensure assessment standards consistency through calibration sessions.

Qualifications, Skills, and Experience:

• Education:
  • Bachelor’s degree in business, humanities, or related field.
  • Customer service training.
• Experience:
  • Minimum 1 year in telecom service environment.
  • 2-3 years in customer interfacing roles in a service-driven organization.
• Key Competencies:
  • MTN Brand Ambassador.
  • Teamwork, attention to detail, and leadership skills.
  • Decision-making ability and openness to change.
  • Organizational and time management skills.

Other Desirable Competencies:

• Results orientation, collaborative relationships, interpersonal awareness.
• Forward thinking and stress management.

NB:

• Submission of false academic documents will lead to criminal prosecution.
• Canvassing will result in automatic disqualification.
• Female candidates are strongly encouraged to apply.

How to Apply:

To apply for this position, please submit your application online via the following link:

Click Here to Apply

Deadline: 5th July 2024