M-KOPA Uganda Jobs 2022 – Telesales Quality Analyst

Job Title: Telesales Quality Analyst – M-KOPA Uganda Jobs 2022

Organization: M-KOPA Solar Uganda

Duty Station: Kampala, Uganda

M-KOPA Solar Uganda Profile:

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

The Quality Analyst is responsible for ensuring all customer interactions in the M-KOPA call centre are handled as per the standard operating procedures. The QA will work hand in hand with other quality Analysts and Team leaders to ensure the quality of customer service in the call centre is not compromised at all the points of interaction.

Roles and Responsibilities:

To audit all M-KOPA customer interactions points with Telesales Representatives against set Industry Regulatory and Legislative compliance requirements and benchmarks

To benchmark M-KOPA customer interactions against International best practices in order to meet and surpass internal business and customer expectations

To compile quality reports in relation to the above-mentioned compliance and performance practices

To provide scored data and reports to team managers for their coaching sessions.

To Provide coaching sessions and feedback to low performing TSRs

To assess requests on customer interactions and compile feedback reports in line with M-KOPA Voice of Customer requirements

To assess TSR knowledge and skills against the currently existing products, systems and processes and provide input to the training team on the training gaps identified

To conduct ad-hoc job-related audits as requested by various stakeholders

Minimum Qualifications:

3 years of working experience in the call center and Telesales

Must have contact center leadership and quality analyst background

Must have a desire to assist others in becoming better

Basic Knowledge of PC literacy within a Windows environment

Working in a problem-solving environment.

Ability to deliver within stringent turnaround times

Ability to work under pressure

Previous experience of working as a Telesales Quality Analyst is an added advantage

General leadership skills

Experience of working in a service level driven environment

How To Apply for M-KOPA Uganda Jobs 2022

All interested and suitably qualified candidates should submit their applications through the link below.

Click here to apply

Deadline: Open until filled

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