IGCP Call Center Quality Analyst Jobs 2024 – Uganda NGO Jobs.
IGCP Uganda looking for “Call Center Quality Analyst”.
Applicants with a University Degree may apply on or before April 20, 2024.
IGCP was formed in 1991 to address the long-term conservation of the mountain gorilla (Gorilla beringei beringei) and its regional afromontane forest habitat in the Virunga Bwindi Landscape. Our aim has been to work together as a single gorilla conservation program in order to expand and consolidate the successes of the Mountain Gorilla Project and other initiatives at a regional level.
IGCP Call Center Quality Analyst Jobs 2024
The IGCP has published a job vacancy announcement on April 05, 2024 for qualified Uganda’s to fill in the vacant post of Call Center Quality Analyst to be based in Kampala, Uganda.
Recruiter | International Gorilla Conservation Programme (IGCP) |
Position | Call Center Quality Analyst |
Location | Kampala, Uganda |
Country | Uganda |
Total Vacant Post | N/A |
Qualification | University Degree |
Experience Required | Minimum Three years |
Application Deadline | April 20, 2024 |
IGCP Job Vacancy 2024
Duties and Responsibilities
- Quality calibration with team members and other support staff and team leads in order to improve call quality.
- Participate in the design of call monitoring formats and quality standards;
- Call monitoring and provide trend analysis data & feedback to call center team leaders and managers;
- Use quality monitoring data management system to compile and track performance at team and individual level;
- Monitor customer care social media and email responses to customers and ways of improving the responses
- Participate in customer and client listening programs to identify customer needs and expectations;
- Be proactive and answer team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance;
- Maintain a positive, empathetic, and professional attitude toward customers at all times;
- Deliver weekly/monthly coaching feedback to agents- One on one sessions;
- Conduct and evaluate customer feedback surveys;
- Prepare and analyze internal and external quality reports for management staff review; and
- Improve the current SunCultures Net Promoters Score by ensuring a high customer satisfaction rate.
Position in Organization:
- Level: Entry
- Deadline: 2024-04-20 14:45:05
- Posted: 1 month ago
- Position: Call Center Quality Analyst
- Reports to: Call Center and Customer Experience Manager
- Location: Kampala
- Tenure: Full-Time
Qualification:
- Degree in Communication, Public relation, Customer Relations or any relevant field
- At least 3 years’ experience in working in a call center as a quality analyst providing customer support to teams;
- Knowledge of call center terminology, applications, and metrics
- Excellent verbal, written, and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Hands-on, detail-oriented, and a self-starter with strong execution skills with a roll-up sleeves mentality;
- Bilingual with excellent technical, interpersonal, and analytical skills.
- Excellent communication skills able to deal with people at all levels inside and outside SunCulture;
- Ability to multitask and successfully operate in a fast-paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Must be proficient with CRM tools and analytics with excellent Microsoft office (intermediate Word, basic Excel)
How to Apply IGCP Call Center Quality Analyst Jobs 2024
Note: Before you apply, please download (link is given below) the full advertisement and read it carefully.
Then to apply, go to https://career.nftconsult.com/job_description_page.php?jaction=MDlmNzQwYTQ4MDRkNDQ3ODg2ZjZiMWU3MzRlZDNjZmM=
The Closing Date: April 20, 2024.
Only shortlisted candidates will be contacted for interviews.
Particulars | Details Link |
Job Advertisement | Download |
Official Website | igcp.org |
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