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Job Title    Quality Assurance Officer
Organisation aYo Uganda
Duty Station  Kampala, Uganda
Reports to Call Centre Manager
 
About US
aYo, a micro insurance product is a joint venture between MTN and MMI holdings, a South African financial services group. The products culminating from this partnership are; aYo Send with Care, this is an insurance product that allows Mobile Money users to purchase insurance cover every time they send money to a beneficiary Mobile Money Recipient. And aYo Recharge with care, which enables customers to gets cover whenever their make a recharge.  It officially launched in Uganda in 2017 and is currently operating in 3 countries in Africa that is Uganda, Zambia and Ghana with over 2.5 million customers in Uganda and over 10 million customers across Africa providing them with Hospital cover and life cover
 
Job Summary  The Quality Assurance Officer primarily ensures accuracy of information and quality of overall service delivery by auditing and monitoring sales and services engagement and recommending improvements.
 
Key Duties and Responsibilities 
Design call monitoring formats and quality standards
Perform quality check and audits of Telesales calls and Claims assessment to ensure adherence to company policies & procedures.
Uses quality monitoring data management system to compile and track performance at team and individual level;
Coordinates and facilitates call calibration sessions for call center staff;
Identify training need.
Provides feedback on quality review to call center supervisors/team leaders and managers;
Prepares, analyzes, and presents quality reports to management;
Performing other tasks as directed by company management
Conducting test calls to telesales service representatives on new products.
Verifies telesales results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Provides feedback to telesales by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.
Periodically undertake mystery shopping to monitor the quality level of sales engagement by all sales channels including third party agents.
Analysis of USSD engagement to determine or identify outliers which need training or assistance
Support the activities of the direct sales agents in the field by providing real time quality control support.


Qualifications, Skills and Experience
The ideal candidate must hold a Bachelor’s degree in Business Statistics, Business Administration, or a related field would be advantageous.
Experience as a Telesales or customer service representative is strongly desired
At least one to two years of work experience quality assurance or in a busy Call centre environment
Innovativeness
Data analysis capability
Proficiency in MS Excel, MS Work and MS Power point
Exceptional listening, analytical and communication skills to be able to evaluate the quality of each recorded call and provide objective and constructive feedback.
Teamwork and collaboration to work effectively with a team of quality assurance specialists and ensure consistency in how recorded calls are evaluated and feedback provided.
Should be self-motivated & able to demonstrate a drive for results with a professional approach
Fluent in at least English & Luganda Plus at least one unique language
 
How to Apply
All suitably qualified and interested candidates are encouraged to apply by sending their updated CVs to info@ayo.co.ug
 
Deadline 22nd May 2021
 

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Email⇒info@ayo.co.ug
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