1. Position: Analyst – Quality Assurance (Somali Language Speakers)
Department: Call Centre Operations
Location: Addis Ababa, Ethiopia
Role Purpose:
Assess the quality of service delivery across all customer touchpoints. Support the call center and retail teams in identifying gaps and recommending improvements to enhance customer experience. Monitor and drive NPS growth for various touchpoints while collaborating with stakeholders.
Key Responsibilities:
- Quality Monitoring and Evaluations
- Quality performance feedback and reporting
- Monitoring Customer Satisfaction and NPS
- Quality of service improvement and consistency
- Gap analysis and Coaching/Training
Core Responsibilities:
- Conduct daily, weekly, and monthly quality assessments.
- Independently assess Customer Experience Executives (CEEs) per quality guidelines.
- Respond to queries and conduct re-evaluations.
- Prepare monthly performance reports to highlight gaps and improvement areas.
- Participate in ISO audits and scheduled calibration sessions.
- Generate service improvement recommendations based on customer feedback surveys (TNPS/CSAT/Post Call).
- Conduct stakeholder engagements to address customer insights.
- Collaborate with the CX Training team for training needs analysis and coaching.
Business Competencies:
- Strong communication and relationship-building skills.
- Operational excellence and problem-solving abilities.
- Creativity and innovation in problem-solving.
- Adaptability to change.
Language Requirement:
- Somali language proficiency is mandatory (writing, reading, and speaking).
Quantitative KPIs:
- Net Promoter Score (NPS) – 75
- Call Centre Quality – 98%
- 100% completion of monthly staff assessments
- 98% Quality Assessment Accuracy
- Quality of Consistency +/- 5 variance
Job Requirements:
- Bachelor’s degree in Business or Social Science from a recognized university.
- Experience in a customer service environment within a service-oriented organization.
- Experience in Quality Management or audit environment is an advantage.
- Fluency in English and local languages (Oromifa, Somali, Tigrinya).
- Knowledge of telecommunications technology and products.
- Strong analytical, verbal, and written communication skills.
- Excellent interpersonal and presentation skills.
2. Position: Analyst – Quality Assurance (Tigrigna Language Speakers)
Department: Call Centre Operations
Location: Addis Ababa, Ethiopia
Role Purpose:
Assess the quality of service delivery across all customer touchpoints. Support the call center and retail teams in identifying gaps and recommending improvements to enhance customer experience. Monitor and drive NPS growth for various touchpoints while collaborating with stakeholders.
Key Responsibilities:
- Quality Monitoring and Evaluations
- Quality performance feedback and reporting
- Monitoring Customer Satisfaction and NPS
- Quality of service improvement and consistency
- Gap analysis and Coaching/Training
Core Responsibilities:
- Conduct daily, weekly, and monthly quality assessments.
- Independently assess Customer Experience Executives (CEEs) per quality guidelines.
- Respond to queries and conduct re-evaluations.
- Prepare monthly performance reports to highlight gaps and improvement areas.
- Participate in ISO audits and scheduled calibration sessions.
- Generate service improvement recommendations based on customer feedback surveys (TNPS/CSAT/Post Call).
- Conduct stakeholder engagements to address customer insights.
- Collaborate with the CX Training team for training needs analysis and coaching.
Business Competencies:
- Strong communication and relationship-building skills.
- Operational excellence and problem-solving abilities.
- Creativity and innovation in problem-solving.
- Adaptability to change.
Language Requirement:
- Tigrigna language proficiency is mandatory (writing, reading, and speaking).
Quantitative KPIs:
- Net Promoter Score (NPS) – 75
- Call Centre Quality – 98%
- 100% completion of monthly staff assessments
- 98% Quality Assessment Accuracy
- Quality of Consistency +/- 5 variance
Job Requirements:
- Bachelor’s degree in Business or Social Science from a recognized university.
- Experience in a customer service environment within a service-oriented organization.
- Experience in Quality Management or audit environment is an advantage.
- Fluency in English and local languages (Oromifa, Somali, Tigrinya).
- Knowledge of telecommunications technology and products.
- Strong analytical, verbal, and written communication skills.
- Excellent interpersonal and presentation skills.
How to Apply:
If you meet the above qualifications and experience, kindly update your candidate profile on the career portal and click on the apply button. Remember to attach your resume.
Application Deadline: Monday, 3rd March 2025, 5:30 PM.