Quality Assessor (Contract) – MTN

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position;

Job Title:  Quality Assessor (Contract)

Reports to:  Supervisor – Quality Assurance

No. of Vacancies:  3

Context 

MTN aims to lead the delivery of a new digital world and make customers’ lives brighter. The pillars of MTN’s strategy include creating stakeholder value, delivering a distinct customer experience, driving sustainable growth, transforming the operating model, and embracing innovation. The Customer Management and Training Department coordinates customer experience management activities. MTN recognizes the fast-paced and dynamic nature of the telecommunications industry and is committed to remaining relevant to its diverse customer base. Competitors frequently emerge and change strategies, making it crucial for MTN to focus on creating a unique customer experience to maintain its competitive edge.

Main Job Functions:

Performance management

Supports Customer interfacing staff Team leaders to communicate and monitor performance standards that are specific and measurable. Provides specific performance feedback, both positive and corrective, as soon as possible after an event.Staff development

Regularly meets with Customer interfacing Teams to review their development progress. Provides helpful, behaviorally specific feedback to others. Shares information and suggestions to support effective coaching. Recognizes and reinforces people’s developmental efforts and improvements.Attention to Communication

Ensures that important information from his/her management on quality processes and standards is shared with support partners appropriately. Uses multiple channels or means to communicate important messages (., memos, newsletters, meetings, electronic mail). Keeps his/her supervisor informed about progress and problems; avoids surprises.Excellent customer service 

Quickly and effectively solves customer problems. Finds ways to measure and track customer satisfaction for both internal and external customers. Presents a cheerful, positive manner with customers.Closed Loop Feedback

Regularly surveys customers and ensures their feedback is channeled correctly. Follows up on generated customer feedback to ensure it’s actioned on.KPA Quality Standards/ Measures (KPI’S for job)

Regularly measure service delivery against internal compliance standards, particularly for customer-facing departments, to identify any gaps in service provided by employees. Make recommendations as appropriate. Survey customers as part of the Closed Loop Feedback process. Conduct surveys as and when needed for business purposes. Review and document processes that impact customers. Hold calibration sessions with Team Leaders to ensure consistent assessment standards.
Education:

A minimum of a bachelor’s degree in business, the Humanities or related area.  Customer Service trainingExperience:

1 year in a telecoms service environment Experience in a service driven organization. 2 – 3 years’ experience in Customer interfacing environmentKey competencies

MTN Brand Ambassador

Demonstrates the MTN Brand Values of Can Do; Integrity; leadership; Innovation; Relationships. Utilizes available opportunities to learn to work together as a team.Promotes teamwork.

Actively participates in all team activities. Treats all team members fairly.Attention to detail.

Implements procedures to ensure high quality of work (., review meetings). Monitors the quality of work and keeps track of information or work progress.Leadership

Listens to others and communicates effectively and actively participates in exchanges of ideas with others (. at meetings or planning sessions). Can influence others through the ability to gain their support for ideas, proposals, projects and solutions.Decisive

Is willing to make decisions in difficult or ambiguous situations, when time is critical. Takes charge of a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made. Demonstrates openness to new organizational structures, procedures, and technology.Flexibility

Demonstrates willingness to modify a strongly held position in the face of contrary evidence.Organization

Consolidating work and time to meet deadlines, working well with team members, understanding their capabilities, setting specific tasks, and approaching them with intention. Prioritizing tasks to complete the most important ones first in order to optimize productivity.
Other desirable competencies

Results Orientation  Building Collaborative Relationships  Interpersonal awareness Forward thinking Stress Management

ABOUT US

MTN Uganda is a subsidiary of MTN Group, a multinational telecom company operating in Africa and the Middle East with over 280 million subscribers, making it the largest in Africa. With more than 19,000 professionals in 22 countries, MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit who are looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded.

Do you want to be a part of a mission that delivers a bold new digital world to Uganda and Ugandans? Then join MTN Uganda, the market leader in the Telecoms Industry!

If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those you serve, then this is the place for you.

Our Y’ello family, where people are the most critical assets, has an attractive Employee Value Proposition which enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, and in all aspects to Live inspired. Our employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the telecoms industry.

We are dedicated to choosing the very best candidates and will work to develop your skills and talents to make sure we boast a second-to-none workforce.

It is a great place to work! Take that bold step and apply today!

Sure, here’s the revised text for clarity:

“Please remember the following information:

Researchers have found that men tend to apply for roles when they meet an average of 40% of the criteria, while women and other under-represented groups tend to use only when they meet every requirement. If you are interested in a position but don’t think you meet every point on the job description, you are strongly encouraged to apply!

Note: In compliance with the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for their intended purposes.

Our valued applicant, our system is currently unable to accept applications sent from Gmail and Yahoo email addresses. In the meantime, we encourage you to use [alternative email addresses].“