MTN Ghana Recruiting [September 2014]

Job Title Controller, Quality Assurance
Location LA Accra,GH
Organization Name Customer Care Division
Department Description
Customer Planning & Enablement
Brief Description
Monitor staff performance against set quality standards to ensure compliance and ensure customer satisfaction in the Service Centre or Call Centre.
Detailed Description
Monitor staff interaction with customers to ensure compliance to quality standards
Support in conducting surveys to ascertain client satisfaction
Coordinate with the training section to identify and address the coaching or training requirement of staff being monitored in order to improve performance.
Organise regular sessions with staff being monitored to give feedback and resolve common mistakes
Ensure the adherence to service standards by supporting the development and communication of business practices that enhance performance
Evaluate the performance of staff being monitored and provide timely feedback.
Support in ensuring employees are updated on new products and services and processes by liaising with Customer Intelligence and Training Manager to brief staff on new products, services and processes.
Support in ensuring adherence to PPPs by following approved guidelines and audits activities of staff and processes applied
Ensure Quality Assurance database is constantly updated by checking and ensuring that all records loaded on database are accurate.
Generate regular comprehensive reports regarding monitoring activities and offer recommendation to superior.

Job Requirements
Education:

A Degree in a relevant field

Experience:

Minimum of 3 years relevant experience

Additional Details
Knowledge:
· Analytical thinking
· Customer focus
· Quality focus
· Results oriented
· Managing accountability
· Attention to detail
· Ability to maintain strict confidentiality
· Organisational skills
· Report Writing skills
· Microsoft Office Application
Skills / physical competencies:

Good communication (Verbal & Written) skills
Integrity
Commitment to the organization
Customer focus
Attention to details
Strong interpersonal skills
Ability to keep strict confidentiality

How to Apply: 

Submit your CV and Application online : Click Here