Watu Credit Call Center QA Analyst Jobs in Uganda

Watu Credit Call Center QA Analyst Jobs in Uganda

  • Watu Credit is a dynamic and fast-growing non-bank finance company, headquartered in Mombasa, Kenya.

  • Watu Credit harnesses technology to offer both secured and unsecured lending, primarily via mobile services.

  • They aim to become the leading East African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner.

  • The Company offers asset financing (motorcycles and three-wheelers) and group lending products (short-term and business loans) and currently is expanding in Uganda, Nigeria and several other nations.

    About the Role

  • Call Center Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our call center.

  • The QA will monitor inbound and outbound calls to assess associates' demeanor, technical accuracy, customer service performance and conformity to company policies and procedures.

  • This individual will assist in developing, creating and implementing call center quality processes and procedures; assessing training needs and coaching to enhance the overall Watu Credit customer’s experience..

    Some of the key specific duties include

    ● Design call monitoring formats and quality standards;

    ● Perform quality check and audits of inbound and outbound calls to ensure adherence to policies & procedures (e.g., quality, accuracy and timeliness) and high level of customer service;

    ● Uses quality monitoring data management system to compile and track performance at team and individual level;

    ● Coordinates and facilitates call calibration sessions for call center staff;

    ● Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues;

    ● Identify training needs, design training manuals and coordinate training of call center agents;

    ● Provides feedback on quality review to
    call center supervisors/team leaders and managers;

    ● Coaches Call Center agents on work procedures including but not limited to proper call handling and maintaining call quality standards;

    ● Prepares, analyzes, and presents quality reports to management;

    ● Performing other tasks as directed by company management..

    Knowledge, Skill Set & Qualifications Required

    ● Bachelor Degree in relevant discipline (Business or Management);

    ● Minimum of 2 years of experience performing Quality Assurance in a contact center environment. Experience in debt collection/financial services is a plus;

    ● Experience developing and implementing QA programs highly preferred;

    ● Must be proficient with Microsoft Office (Word, PowerPoint and Excel);

    ● Exceptional listening and analytical skills;

    ● Excellent verbal, written and interpersonal communication skills;

    ● Outstanding focus on quality and customer service skills;

    ● Must be self-motivator and self-starter;

    ● Ability to multitask and successfully operate in a fast paced, team environment;

    ● Solid time management skills;

    ● Must be able to effectively deal with people at all levels inside and outside of the Company;

    ● Must adapt well to change and successfully set and adjust priorities as needed.

    How to Apply

  • For more information and job application details, see; Watu Credit Call Center QA Analyst Jobs in Uganda

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