Customer Service Quality Assessor job at MTN Uganda

About the Organization

MTN Uganda is a subsidiary of MTN Group, a multinational telecommunications group connecting approximately 232 million people in 22 countries across Africa and the Middle East.

Job Description

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa
Job Summary: The Customer Management and Training Department is charged with coordinating customer experience management activities across the organization, particularly regarding training, quality assurance and customer management. Our customers’ needs are ever-growing and evolving. We must strive to remain relevant to our diverse customer base. The telecommunications industry is a fast-paced, dynamic industry. Within the region, competitors emerge often and change strategy daily. They can quickly duplicate MTN’s products and services offerings. Our competitive edge depends now, more than ever, on the sort of experience we create for our customers.

Duties and Responsibilities

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 (e.g., 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)

Regular measurement of service delivery against internal compliance standards specifically for customer-facing section of divisions
Identify the gaps as per service provided by employees and make recommendations as deemed appropriate.
To survey customers as the Out Bound team in the Closed Loop Feedback process.
Conduct surveys as and when there is a business need.
To review and or document customer impacting processes.
Conduct Calibration sessions with Team Leaders to ensure consistency of assessment standards.

Qualification, Experiences and Competencies

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

Experience:

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

Key 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 (e.g., 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 (i.e. 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
Consolidates work and time so as to deliver on timelines.
Is able to work and get along with other employees in the team while figuring out what each individual is able to do.
Sets out specific tasks for accomplishment or completion and approaches those tasks with intention.
Prioritizes tasks to get the most important tasks completed first to optimize their productivity.

Other Desirable Competencies: