Vacancy title:
Quality Analyst

[Type: FULL_TIME, Industry: Finance, Category: Computer & IT]

Jobs at:
Mogo

Deadline of this Job:
Friday, June 6 2025

Duty Station:
Kampala | Kampala | Uganda

Summary
Date Posted: Friday, June 6 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Key Responsibilities:

• Lead, coach, and mentor call center agents to meet quality targets (calls, emails, chats).
• Monitor calls for compliance (mystery calls, live listening, etc.) and provide real-time feedback.
• Drive continuous improvement initiatives and process updates.
• Conduct calibration sessions and corrective action tracking.
• Train new hires and oversee cross-training programs.
• Analyze reports to improve operations and customer satisfaction.
• Assist with real-time queue monitoring and productivity management.

Requirements:

• Bachelor’s degree in any field.
• Prior supervisory experience in a call center preferred.
• Strong leadership, communication, and training skills.
• Proficiency in MS Office and report writing.
• High integrity, problem-solving ability, and customer focus.
• Self-motivated with a results-driven approach.

Work Hours: 8

Experience: No Requirements

Level of Education: bachelor degree

Job application procedure
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