Quality Assurance Assistant - Contact Centre job at Uganda Electricity Distribution Company Limited (UEDCL)

Job Purpose

To enhance customer satisfaction within the UEDCL Contact Centre by ensuring consistently high- quality customer interactions. This is achieved through monitoring and evaluating advisor quality call performance, ensuring adherence to service standards, accuracy, and compliance with company policies. The role also supports continuous improvement by coaching agents, strengthening quality processes, and contributing to training and development initiatives that elevate the overall customer experience

Impact:

Drives improved customer satisfaction and service consistency by ensuring high- quality interactions, strengthening agent performance through coaching, and embedding continuous improvement in processes and standards across the Contact Centre.

Key Responsibilities

Quality Monitoring & Compliance

• Establish and manage call and interaction quality monitoring systems
• Evaluate customer interactions to ensure adherence to service standards, policies, and procedures
• Track and report individual and team performance against defined quality metrics

Performance Improvement & Coaching

• Provide targeted coaching, training, and ongoing support to advisors
• Work with Shift Supervisors to identify skill gaps and training needs
• Drive continuous improvement in agent performance and service delivery

Customer Experience Enhancement.

• Analyze customer interactions and feedback to identify service gaps
• Recommend actionable improvements to enhance customer satisfaction
• Design and support structured call-back processes (scheduled and ad hoc)

Data Analysis & Reporting

• Operate quality monitoring systems and compile performance insights
• Generate reports to inform management decisions and improvement initiatives

Process Development & Continuous Improvement

• Support development and implementation of QA frameworks, processes, and procedures
• Promote knowledge sharing and standardization of best practices across the team

Operational Support & Compliance

• Ensure compliance with quality, operational, and safety standards
• Support prompt resolution of customer and operational issues

Education, Experience, Skills & Competencies.

• Bachelor's degree in a business-related field
• Minimum of 3 years' experience in a Contact center environment with a proven performance record
• Strong communication skills (spoken and written English) with the ability to build effective working relationships
• Results-driven and resilient, with the ability to manage priorities, drive issues to closure, and perform under pressure
• Customer-focused mindset, skilled in handling and resolving complex or escalated customer concerns
• Adaptable and open to change, with a proactive approach to continuous improvement
• Solid business and product knowledge, with the ability to apply this in enhancing service delivery

The Uganda Electricity Distribution Company Limited (UEDCL) is a limited liability company incorporated in Uganda under the Companies Act. UEDCL owns the 33KV and below voltage electricity distribution networks. The company sales and distributes electricity in Uganda as per ERA License issued on 31 December 2024 covering over 135 political districts, operates a modern pole plant at Lugogo, and executes key rural electrification schemes on behalf of the Government of Uganda.

UEDCL is seeking to recruit qualified, competent and highly motivated Ugandans to fill the following positions;

• Establish and manage call and interaction quality monitoring systems
• Evaluate customer interactions to ensure adherence to service standards, policies, and procedures
• Track and report individual and team performance against defined quality metrics
• Provide targeted coaching, training, and ongoing support to advisors
• Work with Shift Supervisors to identify skill gaps and training needs
• Drive continuous improvement in agent performance and service delivery
• Analyze customer interactions and feedback to identify service gaps
• Recommend actionable improvements to enhance customer satisfaction
• Design and support structured call-back processes (scheduled and ad hoc)
• Operate quality monitoring systems and compile performance insights
• Generate reports to inform management decisions and improvement initiatives
• Support development and implementation of QA frameworks, processes, and procedures
• Promote knowledge sharing and standardization of best practices across the team
• Ensure compliance with quality, operational, and safety standards
• Support prompt resolution of customer and operational issues

• Strong communication skills (spoken and written English) with the ability to build effective working relationships
• Results-driven and resilient, with the ability to manage priorities, drive issues to closure, and perform under pressure
• Customer-focused mindset, skilled in handling and resolving complex or escalated customer concerns
• Adaptable and open to change, with a proactive approach to continuous improvement
• Solid business and product knowledge, with the ability to apply this in enhancing service delivery

• Bachelor's degree in a business-related field