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Quality Assurance Analyst job at Airtel
Airtel Zambia
Website :
387 Days Ago
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Vacancy title:
Quality Assurance Analyst

[ Type: FULL TIME , Industry: Telecommunications , Category: Management ]

Jobs at:

Airtel

Deadline of this Job:
Monday, April 01 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Monday, March 18 2024, Base Salary: Not Disclosed

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Learn more about Airtel
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JOB DETAILS:
Job Purpose
To conduct live call monitoring, evaluation of calls, provide constructive feedback through coaching sessions, scheduling and facilitating call calibration sessions as appropriate. To prepare quality reports, identifying and implementing quality initiatives for continuous improvement.

Core Responsibilities Are:
• Monitor, evaluate and score inbound calls against established quality assurance standards.
• Review, evaluate and score open and closed customer issues tickets against established quality assurance standards.
• Participate, as needed, in calibration sessions, employee communication sessions and/or creation of communication tools.
• Monitor calls to provide actionable insight to improve current processes, product performance and agent phone etiquette
• Analyse customer satisfaction and dissatisfaction data and recommend solutions to root cause
• Assist in developing, creating, and implementing quality processes
• Assist in the preparation of call scripts as required
• Review performance data drawn from quality monitoring to identify potential training needs
• Analyse performance from quality assurance data and communicate trends to Lead Retail Training
• Create quality score cards to track performance levels
• Provide accurate and timely reports on a perioding basis on call quality, productivity, availability and other key metrices as determined.

Requirements
Educational Qualifications & Functional / Technical Skills
• University Degree, preferable in Data Analytics or Business Administration
• Professional qualifications in Customer Service, Quality Management & training is desirable
• Hands-on with Microsoft Office Suite, including MS Visio.

Relevant Experience:
• Minimum 2 years contact center experience
• Working knowledge of business systems and applications, incident, project and change management
• Customer relationship management skills

Other Requirements
• Customer centric
• Attention to detail
• Excellent interpersonal skills
• Strong organizational and time management skills
• Effective written and oral communication and collaborative skills
• Excellent listening, analytical and problem-solving skills
• Team player

Education Requirement: No Requirements

Work Hours: 8

Experience in Months: 24

Level of Education:

Job application procedure
• Suitable candidates are requested to apply by sending through their CV’s to jobs@zm.airtel.com ..
• CLOSING DATE
• The closing date for receiving applications is Friday, 22nd March 2024.
• Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, ethnic grouping.
• Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Monday, April 01 2024
Duty Station: Lusaka
Posted: 18-03-2024
No of Jobs: 1
Start Publishing: 18-03-2024
Stop Publishing (Put date of 2030): 18-03-2066
Apply Now

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.
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  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc164μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`381μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid175μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid124μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Quality-Assurance-Analyst-job-at-Airtel-57926'90μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 152μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"197μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES687μs8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin111μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin137μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`69μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'104μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'146μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 230691μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?121μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?360μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy