The Quality Assurance Assistant works to enhance customer satisfaction within the UEDCL Contact Centre by ensuring consistently high-quality customer interactions. This is achieved through monitoring and evaluating advisor quality call performance, ensuring adherence to service standards, accuracy, and compliance with company policies. The role also supports continuous improvement by coaching agents and strengthening quality processes to elevate the overall customer experience.
Sponsored
Sponsored
Business Administration
Quality Assurance Assistant (5 Positions)
Employer / Company
Uganda Electricity Distribution Company Limited
Archived job advert. This original notice is retained for reference. Applications through this advert are closed.Browse current jobs.
Description (Public)
Duties, Roles and Responsibilities
Key Duties and Responsibilities:
Quality Monitoring & Compliance
Quality Monitoring & Compliance
- Establish and manage call and interaction quality monitoring systems
- Evaluate customer interactions to ensure adherence to service standards, policies, and procedures
- Track and report individual and team performance against defined quality metrics
- Provide targeted coaching, training, and ongoing support to advisors
- Work with Shift Supervisors to identify skill gaps and training needs
- Drive continuous improvement in agent performance and service delivery
- Analyze customer interactions and fe49back to identify service gaps
- Recommend actionable improvements to enhance customer satisfaction
- Design and support structured call-back processes (scheduled and ad hoc)
- Operate quality monitoring systems and compile performance insights
- Generate reports to inform management decisions and improvement initiatives
- Support development and implementation of QA frameworks, processes, and procedures
- Promote knowledge sharing and standardization of best practices across the team
- Ensure compliance with quality, operational, and safety standards
- Support prompt resolution of customer and operational issues
Qualifications, Education and Competencies
Person Specifications / Qualifications:
- Bachelor’s degree in a business-related field
- Minimum of 3 years’ experience in a Contact center environment with a proven performance record
- Strong communication skills (spoken and written English) with the ability to build effective working relationships
- Results-driven and resilient, with the ability to manage priorities, drive issues to closure, and perform under pressure
- Customer-focused mindset, skilled in handling and resolving complex or escalated customer concerns
- Adaptable and open to change, with a proactive approach to continuous improvement
- Solid business and product knowledge, with the ability to apply this in enhancing service delivery
Application status
This is an archived notice. Applications through this advert are closed.
Get DAILY Job Updates
AfriCareers WhatsApp Channel
Follow Channel
Get DAILY Job Updates
AfriCareers Telegram Channel
Follow Channel