Quality Analyst Jobs In Uganda (Q Sourcing Limited) (6 Posts) - 2015

Job Title: Quality Analyst  (6 Posts)
Job Category: Accounting/Management/Economics/Finance
 Posted Date: 15.04.2015
Date of Expiry:  15.04.2015
Organization:  Q Sourcing Limited
Job Location: Kampala, Uganda

Job Details.

Responsibilities:

• Promotes an environment of continuous improvement.


• Provides ongoing feedback to help develop and train agents to improve their performance.


• Oversees the cross training and up training of Agents.


• Conducts call calibration sessions with the client, operations.


• Monitor agent calls to ensure client standards are being maintained.


• Support coaching efforts of trainers and supervisors.


• Organize and support, inform of new hire classes on the quality process.


• Support up training as applicable.


• Initiating and tracking QA corrective action requests.


• Supervise agent /reports of trends and observations to ensure client and customer satisfaction.


• Supervise the implementation process of call drivers to ensure client and customer satisfaction.

Qualifications:

• Graduation in Commerce Stream. Post-Graduation in Finance shall be an added advantage.


• Professional degree / diploma in Quality processes.


• High level of confidence and ability to establish communication with others.


• Ability to handle refresher and developmental trainings efficiently.


• Focus on Performance Areas


• Focus on Developing and Influencing others.


• Must be good at preparing analyzing data.


• Should be good at preparing reports. Must be well versant with MS word, Excel and power point.


• Should be able to monitor call quality for a process.


• Should be able to provide corrective feedback to agents on call.


• Fluent in English


• Strong Communication skills


• Prior Exposure to green belt or yellow belt certification is preferred.


• Prior experience in managing / handling Quality processes for a Banking / Financial process with a reputed organization.


• Must be flexible to meet the needs of the business, in addition to working before and after team shift.

To Apply:

All suitably qualified and interested candidates are invited to send a comprehensive CV by e-mail torecruitment@qsourcing.com.

Note: Kindly mark your application “The JOB YOU ARE APPLYING FOR” in the subject line of your