Jumia QA and Training Manager Jobs in Uganda
Jumia QA and Training Manager Jobs in Uganda
About Jumia: Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.
Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.
With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.
Main Responsibilities
Manage the training process of agents to ensure that the mandatory training has been conducted and evaluations passed by all agents.
Have a clear calendar of the training duration and organization
To select new comers using the included tests in different parts of the training
Continuously train staff to deliver a high standard of customer service in the face of new systems and processes.
Manage Customer Satisfaction performance (CSAT) and make agents reach the targets through specialized training packs designed to close gaps identified by
the Quality Analyst.
Propose development programs for newly hired and existing CS Operations staff.
Mentoring and feedback sessions for staff based on evaluations and investigations of issues.
Verify 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 all customer interactions.
Weekly calibration session on assessed mails, calls & CSAT deep dives.
Monitor the overall quality performance of all Agents through quizzes.
Required Skills & Qualifications
Should have attained at least a Bachelor’s Degree.
Successful previous experience as a customer service representative.
2+ years’ supervisory experience.
2+ years’ experience in customer service.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office Suite and Google Docs.
Ability to translate your skills to other employees through training and mentorship.
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
Advanced knowledge in call center tools.
In-depth knowledge of customer service principles and practices.
In-depth knowledge of customer service software, databases and CRM tools.
Must possess an advanced knowledge of customer service.
Excellent mentoring, coaching and people management skills.
How to Apply
For more information and job application details, see; Jumia QA and Training Manager Jobs in Uganda
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