IGCP Call Center Quality Analyst Jobs 2024 – Uganda NGO Jobs

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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 March 18, 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.

The IGCP has published a job vacancy announcement on March 05, 2024 for qualified Uganda’s to fill in the vacant post of Call Center Quality Analyst to be based in Kampala, Uganda.

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:

Position: Call Center Quality Analyst
Reports to: Call Center and Customer Experience Manager
Location: Kampala
Tenure: Full-Time
Level: Entry
Deadline: 2024-03-18 14:45:05
Posted: 18 hours ago

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)