MTN Quality Assessor Jobs in Uganda

MTN Quality Assessor Jobs in Uganda

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.

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.

KPA Quality Standards/ Measures (KPI'S for job)

Regular measurement of service delivery against internal compliance

standards specifically for customer-facing section of divisions

Identify the gaps as per service provided by employees and make recommendations as deemed appropriate.

To survey customers as the Out Bound team in the Closed Loop Feedback process.

Conduct surveys as and when there is a business need.

To review and or document customer impacting processes.

Conduct Calibration sessions with Team Leaders to ensure consistency of assessment standards.

Education:

A minimum of a bachelor’s degree in business, the Humanities or related area.

Customer Service training

Experience:

1 year in a telecoms service environment

Experience in a service driven organization.

2 - 3 years’ experience in Customer interfacing environment

How to Apply

For more information and job application details, see; MTN Quality Assessor Jobs in Uganda

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