Quality Assurance Assistant – Contact Centre

Job Description

Requirements

• .
• Bachelor’s degree in a business-related field
• Minimum of 3 years’ experience in a Contact center environment with a proven performance record
• Strong communication skills (spoken and written English) with the ability to build effective working relationships
• Results-driven and resilient, with the ability to manage priorities, drive issues to closure, and perform under pressure
• Customer-focused mindset, skilled in handling and resolving complex or escalated customer concerns
• Adaptable and open to change, with a proactive approach to continuous improvement
• Solid business and product knowledge, with the ability to apply this in enhancing service delivery
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Responsibilities

• Quality Monitoring & Compliance
• Establish and manage call and interaction quality monitoring systems
• Evaluate customer interactions to ensure adherence to service standards, policies, and procedures
• Track and report individual and team performance against defined quality metricsPerformance Improvement & Coaching
• Provide targeted coaching, training, and ongoing support to advisors
• Work with Shift Supervisors to identify skill gaps and training needs
• Drive continuous improvement in agent performance and service deliveryCustomer Experience Enhancement.
• Analyze customer interactions and feedback to identify service gaps
• Recommend actionable improvements to enhance customer satisfaction
• Design and support structured call-back processes (scheduled and ad hoc)Data Analysis & Reporting
• Operate quality monitoring systems and compile performance insights
• Generate reports to inform management decisions and improvement initiativesProcess Development & Continuous Improvement
• Support development and implementation of QA frameworks, processes, and procedures
• Promote knowledge sharing and standardization of best practices across the teamOperational Support & Compliance
• Ensure compliance with quality, operational, and safety standards
• Support prompt resolution of customer and operational issuesEXPERIENCE, SKILLS &

Benefits

• Work with one of the largest utility employers in Uganda
• Career growth in a regulated, mission-critical sector
• Exposure to modern distribution infrastructure including the Lugogo pole plant and rural electrification programmes
• Competitive UEDCL terms and conditions of service