Quality Assessor (Contract)

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position;

Job Title: Quality Assessor (Contract)

Reports to: Supervisor - Quality Assurance 

No. of Vacancies: 3

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:

1. Creating and managing stakeholder value
2. Creating a distinct customer experience
3. Driving sustainable growth
4. Transforming our operating model
5. 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 management.

Our 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.
• 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

Key competencies

MTN Brand Ambassador

• Demonstrates the MTN Brand Values of Can Do; Integrity; leadership; Innovation; Relationships.
  • Utilizes available opportunities to learn to work together as a team.

Promotes teamwork.            

• Actively participates in all team activities.
• Treats all team members fairly.

Attention to detail.    

• Implements procedures to ensure high quality of work (e.g., review meetings).
• Monitors the quality of work and keeps track of information or work progress.

Leadership     

• Listens to others and communicates effectively and actively participates in exchanges of ideas with others (i.e. at meetings or planning sessions).
• Can influence others through the ability to gain their support for ideas, proposals, projects and solutions.

Decisive

• Is willing to make decisions in difficult or ambiguous situations, when time is critical.
• Takes charge of a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made.
  • Demonstrates openness to new organizational structures, procedures, and technology.

Flexibility

• Demonstrates willingness to modify a strongly held position in the face of contrary evidence.

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
   

ABOUT US

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa.   With more than 19,000 professionals in 22 countries, MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. 

Do you want to be a part of a mission that delivers a bold new digital world to Uganda and Ugandans? Then, join MTN Uganda which is the market leader in the Telecoms Industry!

Are you passionate about working for a brand that believes and invests in YOU while delivering the best value to those you serve? THIS is the place.

Our Y’ello family where people are the most critical assets has an attractive Employee Value Proposition which enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, and in all aspects to Live inspired. Our employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the telecoms industry.

We are dedicated to choosing the very best candidates and will work to develop your skill and talent to make sure we boost a second-to-none workforce.

It is a great place to work! Take that bold step and apply today!

And as an ever-friendly reminder, researchers have found that men tend to apply for roles when they meet an average of 40% of the criteria. Women and other under-represented groups tend to apply only when they check every box. If you are interested, but don’t think that you meet every single point on the job description, you are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

Our valued applicant, our system is facing challenges accepting applications from Gmail and Yahoo email addresses. In the meantime, you are encouraged to use outlook.com or Hotmail.com emails. Create one from this link https://signup.live.com/