{"id":1489,"date":"2010-11-16T04:59:00","date_gmt":"2010-11-16T04:59:00","guid":{"rendered":"https:\/\/joblistghana.com\/?p=1489"},"modified":"2016-10-31T14:52:12","modified_gmt":"2016-10-31T14:52:12","slug":"zain-ghana-jobs-quality-assurance-officer","status":"publish","type":"post","link":"https:\/\/joblistghana.com\/zain-ghana-jobs-quality-assurance-officer.html","title":{"rendered":"Zain Ghana Jobs: Quality Assurance Officer"},"content":{"rendered":"<p><strong>Bharti Airtel<\/strong>, Asia\u2019s leading telecommunications service provider, has acquired Zain Africa\u2019s mobile operations in 15 countries. As such, the Zain identity and brand in these 15 operations will continue to be used for an interim period. Zain Ghana \u00a0recruits <strong>Quality Assurance Officer<\/strong><\/p>\n<p><strong>Job Description<\/strong><\/p>\n<p>To monitor and ensure adherence to set standards across defined customer touch points for continual improvements<br \/>\nMonitor and measure adherence to standards at defined customer touch points (contact centre, retail shops, distributor &amp; franchise shops, held desk, IVR, internet, etc) by conducting evaluations\/spot checks<br \/>\nUtilize various methods in order to conduct evaluations\/spot checks, i.e. remote monitoring, recorded calls, real time monitoring, mystery shopping, surveys, agents logs, suggestion boxes<br \/>\nDevelop and implement successful Customer Experience Surveys for customer touch points<br \/>\nMonitor and report customer affecting processes with a view to identifying and removing hindrances to effective query resolution<br \/>\nEffectively execute stated policies and procedures in respect of quality and performance management working closely with designated &#8220;Champions&#8221; from other departments<br \/>\nCoordinate successfully all new products design and testing<br \/>\nLiaise with the Business Analyst on the design and review of processes and procedures<br \/>\nMaintain a quality management framework (organize calibration sessions with relevant stakeholders)<br \/>\nAnalyze, summarize and review data; report findings, interpret results and recommendations on specific trends that develop at the customer touch points<br \/>\nHighlight training needs that were identified in every customer touch point<br \/>\nAssist in defining appropriate quality initiatives to improve satisfaction and raise awareness of customer service issues in defined touch points<br \/>\nIdentify and highlight non-compliance during the course of conducting spot checks, i.e. situations where supervisors\/staff have not followed the standard procedures during an evaluation. These situations need to be escalated immediately<br \/>\nPerform any other assigned projects<\/p>\n<p><strong>Required Skills or Experience<\/strong><\/p>\n<p>The ideal candidate must have the following:<br \/>\nMinimum of a good first degree in any social sciences course, preference will, however, be given to candidates with demonstrated exposure in the indicated area<br \/>\n2-3 years experience in a customer service environment<br \/>\nAble to operate in a performance driven organization<br \/>\nKnowledge of English and two or three Ghanaian language<\/p>\n<p><strong>How To Apply<\/strong><\/p>\n<p>Please apply with your updated CV and Cover letter directly to the e-mail address: <strong>Resourcing.gh@gh.africaairtel.com<\/strong><\/p>\n<p><strong>Offer valid till 19 November 2010<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Bharti Airtel, Asia\u2019s leading telecommunications service provider, has acquired Zain Africa\u2019s mobile operations in 15 countries. As such, the Zain identity and brand in these 15 operations will continue to&#8230;..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[137],"tags":[472,276],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-o1","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/1489"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=1489"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/1489\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=1489"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=1489"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=1489"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}