Platinum Credit Quality Assurance Analyst Jobs in Uganda

Platinum Credit Quality Assurance Analyst Jobs in Uganda



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.


Responsibilities


  • Listen and evaluate a pre-determined number of calls per Agent in a week for all Agents assigned while ensuring that quality standards are met.
  • Ensuring staff are adhering to set out service line processes and procedures as per the organization’s expectations.
  • Analyse QA performance trends and conduct pre-determined daily coaching sessions with each Agent while providing effective developmental feedback.
  • Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards to ensure that each and every member of the team is updated on their quality performance.
  • Schedule weekly performance meeting with the team to provide QA feedback and actions to drive Agent behavior and Quality improvement.
  • Provide feedback to the Head of Departments on areas that will improve quality, productivity and procedures.
  • Provide support to new Agents during the nesting period by scheduling coaching sessions.
  • Assist Team Leaders with floor coverage to provide Agents with support on customer queries and handling escalated calls.


    Requirements


  • An Advanced university degree (Master’s degree or equivalent degree) in conflict resolution, law, administration, human resources, social sciences or related field is
    required.
  • A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
  • A minimum of seven years of progressively responsible experience in conflict resolution, law, human resources, administration or social sciences is required.
  • Experience providing conflict resolution training is desirable. Experience working in a multicultural organizational setting is desirable.
  • English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required.
  • Knowledge of French is desirable. Knowledge of another official United Nations language is an advantage.
  • Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.


    How to Apply


    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: info@platinumcredit.co.ug ,
    Deadline: 31 st July 2019


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