Vacancy title:

Quality Assessor (Contract)

Jobs at:

MTN Uganda

Deadline of this Job:

Friday, June 28 2024

Duty Station:

Within Uganda , Kampala, East Africa

Summary

Date Posted: Friday, June 14 2024, Base

JOB DETAILS:

Context

MTN’s vision is to lead the delivery of a bold, new digital world to our customers. Our mission is to make our customers’ lives a whole lot brighter. The pillars of MTN’s strategy are:

• Creating and managing stakeholder value

• Creating a distinct customer experience

• Driving sustainable growth

• Transforming our operating model

• Innovation and best practice

The Customer Management and Training Department is charged with coordinating customer experience management activities across the organization, particularly regarding training, quality assurance and customer maOur customers’ needs are ever-growing and evolving. We must strive to remain relevant to our diverse customer base. The telecommunications industry is a fast-paced, dynamic industry. Within the region, competitors emerge often and change strategy daily. They can quickly duplicate MTN’s products and services offerings. Our competitive edge depends now, more than ever, on the sort of experience we create for our customers.

Main Job Functions:

Performance management

• Supports Customer interfacing staff Team leaders to communicate and monitor performance standards that are specific and measurable.

• Provides specific performance feedback, both positive and corrective, as soon as possible after an event.

Staff development

• Regularly meets with Customer interfacing Teams to review their development progress.

• Provides helpful, behaviorally specific feedback to others.

• Shares information and suggestions to support effective coaching.

Staff development

• Regularly meets with Customer interfacing Teams to review their development progress.

• Provides helpful, behaviorally specific feedback to others.

• Shares information and suggestions to support effective coaching.

• Recognizes and reinforces people’s developmental efforts and improvements.

Attention to Communication

• Ensures that important information from his/her management on quality processes and standards is shared with support partners appropriately.

• Uses multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail).

• Keeps his/her supervisor informed about progress and problems; avoids surprises.

Excellent customer service

• Quickly and effectively solves customer problems.

• Finds ways to measure and track customer satisfaction for both internal and external customers.

• Presents a cheerful, positive manner with customers.

Closed Loop Feedback

• Regularly surveys customers and ensures their feedback is channeled correctly.

• Follows up on generated customer feedback to ensure it’s actioned on.

Organization

• Consolidates work and time so as to deliver on timelines.

• Is able to work and get along with other employees in the team while figuring out what each individual is able to do.

• Sets out specific tasks for accomplishment or completion and approaches those tasks with intention.

• Prioritizes tasks to get the most important tasks completed first to optimize their productivity.

Other desirable competencies

• Results Orientation

• Building Collaborative Relationships

• Interpersonal awareness

• Forward thinking

• Stress Management

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

Interested and qualified, Click here to apply.