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.
Job Summary:
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.
Deadline: Open until filled
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