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Quality Analyst job at MOGO Uganda | Apply Now
Are you looking for Management Jobs in Uganda 2024? If yes, then you might be interested in Quality Analyst job at MOGO Uganda
Kampala, Uganda
Full-time
About the Organisation
MOGO Uganda is part of Eleving Group, an international FinTech company operating in 15 countries on three continents. MOGO provides affordable financing options for used cars, Boda Boda, Smartphones, Cargo Transporters, and Tuk Tuk loans for the people of Uganda.
Job Title
Quality Analyst job at MOGO Uganda
Mogo Loans SMC Limited
Job Description
Tips: The quality analyst is responsible for promoting an environment of Continuous improvement in line with MOGO call centre performance standards through monitoring and evaluating communication to and from clients (calls, emails, chats) to drive adherence to MOGO policies and compliance to standard operating procedures Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
Duties 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 giving 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.
Organise 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 on real time Queue monitoring and managing floor productivity in cases of shrinkage.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications and Competencies
The applicant for the role of quality analyst should at least hold a bachelors degree of any discipline from a recognized University
A minimum of 8 Months in Call Centre
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 trainings efficiently.
Focus on developing and influencing others.
Prociency at MS Office
Demonstrate high level of integrity, work ethics, and a proactive and positive attitude.
Negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusion 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 & able to demonstrate a drive for results with a professional approach.
Proven report-writing and presentation skills.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
If you meet the qualifications and are interested, Send your CV to careers@mogo.co.ug
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