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Full-time
Quality Analyst Job at MOGO Uganda
MOGO Uganda
Job Description
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
Duties, Roles and Responsibilities
- Provide positive leadership, guidance, coaching and mentoring to the hard collections 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
- 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 interprete 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.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Send your application and updated CV to careers@mogo.co.ug with the subject ” Quality Analyst.”
Deadline: 30th December 2025
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Read the detailed job description, Roles and Qualifications.
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