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Quality Analyst job at MOGO Uganda | Apply Now
Are you looking for Marketing jobs in Uganda 2025 today? then you might be interested in Quality Analyst job at MOGO Uganda
About the Organisation
MOGO Uganda, a subsidiary of Eleving Group, is a leading asset financing company dedicated to providing accessible financial solutions, including boda boda financing, car logbook loans, and smartphone financing, to empower individuals in achieving their mobility and personal goals. The company has earned a strong reputation for its customer-centric approach, offering personalized services that cater to the unique needs of its clients.
MOGO Uganda fosters an inclusive and dynamic work culture, emphasizing open communication, professional development, and a balance between corporate performance and a startup mindset. Employees benefit from equal opportunities, continuous learning, and active social engagements. The company is committed to innovation, exemplified by its partnership with Zembo Motorcycles to promote electric mobility solutions in Uganda, reflecting its dedication to sustainable and eco-friendly transportation options.
With a diverse team of over 2,300 professionals across three continents, MOGO Uganda upholds core values of accessibility, care, trustworthiness, and transparency. Demonstrating its commitment to corporate social responsibility, the company actively engages in community initiatives, such as supporting local foundations and promoting environmental sustainability. For more information on career opportunities and services, visit MOGO Uganda's official website at www.mogo.co.ug.
Kampala, Uganda
Full Time
Job Title
Quality Analyst job at MOGO Uganda
MOGO Uganda
Job Description
Job Title: Quality Analyst (Fresher Customer Care Jobs)
Organisation: MOGO Uganda
Duty Station: Kampala, Uganda
Duties, Roles and Responsibilities
Provide positive leadership, guidance; coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.
Promote an environment of Continuous improvement in line with MOGO call Centre performance standards. Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others. Provide on-going feedback to help develop and train Agents to improve performance. Support coaching efforts of trainers and supervisors
Conduct regular reviews and give real-time feedback in line with the agent’s performance.
Develop and implement special projects/initiatives. Champion the implementation of process changes and update agents as soon as these come up. Conduct call calibration sessions to ensure that all the stakeholders speak the same language, initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy-in.
Organize and support inform new hire classes on quality processes. Oversee the cross training and up training of Agents.
Review and interpret historical reports and provide stakeholders with feedback for improvement in business operations. Supervise Agent /reports of trends and observations to ensure Customer satisfaction.
Support team leaders in real-time Queue monitoring and managing floor productivity in cases of shrinkage.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
A bachelor’s degree of any discipline from a recognized University
Experience in a call center in a supervisory or team lead role is preferred
Excellent knowledge of the Quality Analyst role
Excellent leadership capability, high level of confidence, and ability to establish communication with others. Ability to handle refresher and developmental training efficiently.
Focus on developing and influencing others.
Proficiency at MS Office
Demonstrate a high level of integrity, work ethic, and a proactive and positive attitude.
Negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusions in a dynamic and challenging environment. Should be able to provide corrective feedback to agents on calL
Customer focused with good customer care
Excellent interpersonal skills, problem solving and analytical skills.
Should be self-motivated and able to demonstrate a drive for results with a professional approach.
Proven report writing and presentation skills.
How to Apply
All suitably qualified and interested candidates should send their applications and up-to-date CVs to: careers@mogo.co.ug with the subject ‘’Quality Analyst”
Deadline: 6th June 2025
