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Telesales Quality Analyst , Lubowa - Uganda
M-KOPAJob description
The Telesales Quality Analyst is responsible for ensuring all customer interactions in the M-KOPA call center are handled as per the standard operating procedures. The Telesales QA will work hand in hand with other Quality Analysts and Team leaders to ensure the quality of customer service in the call center is not compromised at all points of interaction.
You will report to the Quality Analyst.
Main responsibilities
• You will offer support in developing and implementing Tele sales quality processes, procedures, and standards to improve the overall M-KOPA customer experience.
• You will listen to Telesales Representatives and client calls; and provide real-time feedback to quality outliers to ensure improvement while consolidating good performers.
• You will actively participate in the design of call monitoring formats and quality standards
• You will identify knowledge gaps and use data trends to make recommendations for training to the leadership team.
• You will use a quality monitoring data management system to compile, track, and prepare performance presentations and reviews at the team and individual levels.
• You will champion compliance to M-KOPA call center internal policies, processes, and regulations and drive for changes that will improve the overall customer experience for best practice.
• You will document call behavior and provide actionable feedback to Telesales Representatives and the Call Centre Leadership team.
Main Competencies
• A Bachelor’s degree in any field.
• At least 2 years experience in a call center setup as a quality analyst.
• Background in auditing Telesales teams will be an added advantage.
• Leadership and interpersonal skills
• Performance management, coaching, and mentoring skills
• Good decision-making and problem-solving skills.
• Good Performance track record.
• Ability to work under pressure and deliver on agreed timelines.
What's in it for you
• Great compensation package
• Bonus
• Annual Leave
• Learning & Development Support
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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