Zain Ghana Jobs: Quality Assurance Officer

Bharti Airtel, Asia’s leading telecommunications service provider, has acquired Zain Africa’s 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  recruits Quality Assurance Officer

Job Description

To monitor and ensure adherence to set standards across defined customer touch points for continual improvements
Monitor and measure adherence to standards at defined customer touch points (contact centre, retail shops, distributor & franchise shops, held desk, IVR, internet, etc) by conducting evaluations/spot checks
Utilize 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
Develop and implement successful Customer Experience Surveys for customer touch points
Monitor and report customer affecting processes with a view to identifying and removing hindrances to effective query resolution
Effectively execute stated policies and procedures in respect of quality and performance management working closely with designated “Champions” from other departments
Coordinate successfully all new products design and testing
Liaise with the Business Analyst on the design and review of processes and procedures
Maintain a quality management framework (organize calibration sessions with relevant stakeholders)
Analyze, summarize and review data; report findings, interpret results and recommendations on specific trends that develop at the customer touch points
Highlight training needs that were identified in every customer touch point
Assist in defining appropriate quality initiatives to improve satisfaction and raise awareness of customer service issues in defined touch points
Identify 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
Perform any other assigned projects

Required Skills or Experience

The ideal candidate must have the following:
Minimum of a good first degree in any social sciences course, preference will, however, be given to candidates with demonstrated exposure in the indicated area
2-3 years experience in a customer service environment
Able to operate in a performance driven organization
Knowledge of English and two or three Ghanaian language

How To Apply

Please apply with your updated CV and Cover letter directly to the e-mail address: [email protected]

Offer valid till 19 November 2010