Quality Assessor (Contract)

About the Role

The Quality Assessor role at MTN Uganda is crucial for maintaining high performance standards in customer service. This position supports customer interfacing teams by ensuring that they meet measurable performance goals and receive constructive feedback timely. In the initial months, you will engage closely with team leaders and customer service staff to monitor and enhance their performance while also familiarizing yourself with MTN’s quality processes. This role not only helps foster a culture of continuous improvement but also significantly impacts customer satisfaction and loyalty.

Key Responsibilities

• You will support customer interfacing staff by communicating performance standards that are specific and measurable, ensuring clarity in expectations.
• Regularly provide specific feedback to team members, both positive and corrective, to aid in their development and enhance service delivery.
• Conduct meetings with customer service teams to review their progress, offering valuable insights that facilitate effective coaching and development.
• Utilize various communication channels to disseminate important information regarding quality processes and standards to your support partners.
• Quickly identify and resolve customer issues, employing a proactive approach to problem-solving that enhances the customer experience.
• Regularly survey customers to gather feedback and ensure that it is actioned appropriately, contributing to continuous service improvement.

Requirements & Qualifications

• A minimum of a bachelor’s degree in business, humanities, or a related field is required for this position.
• You should have at least one year of experience in a telecommunications service environment, demonstrating familiarity with industry standards.
• Experience in a service-driven organization is essential, showcasing your ability to thrive in customer-centric roles.
• 2 to 3 years of experience in a customer interfacing environment is preferred, indicating an ability to handle customer interactions effectively.
• Key competencies include strong attention to detail and the ability to implement quality assurance procedures that enhance work quality.

What You’ll Gain

• Enhance your skills in performance management and customer service, which are essential in today’s competitive job market.
• Develop your leadership abilities by working collaboratively with diverse teams and influencing positive changes.
• Gain valuable experience in quality assurance processes, preparing you for more advanced roles in customer service management.
• Build a robust professional network within MTN Uganda, which can open doors for further career opportunities within the organization.

How to Apply

If you are interested in this exciting opportunity, please follow the application instructions provided. You can Apply here.