Oportunidade de EMPREGO na Africell Angola

Africell is a telecommunications company that operates in multiple African countries and launched its operations in Angola in 2022. It has grown to become one of the leading mobile network operators in Africa. Africell’s core business includes providing a range of mobile services such as voice, data, and SMS to both individual and corporate customers. The company is known for its innovative and customer-centric approach, often offering competitive pricing and tailored services to meet the diverse needs of its customer base.

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 Job Summary

This is a full-time on-site role as a Senior Quality Assurance Coordinator located in Luanda. As a Senior Quality Assurance Coordinator in our Customer Experience department, you will play a vital role in maintaining and enhancing the quality of service delivered across all customer touchpoints Your work will span Call Centers, Points of Sale, Back Office operations, Digital Channels, and interactions with Corporate, Product, and Marketing teams. By implementing rigorous quality assurance (QA) processes and methodologies, you will ensure that our customer service exceeds expectations and aligns with our company’s standards and objectives.

 Key Responsibilities

1. Lead and Manage QA Team: Directly manage two Quality Assurance Coordinators, overseeing their day-to-day activities and ensuring alignment with overall QA objectives. Provide mentorship, set performance goals, and conduct regular performance evaluations
2. Skill Development and Quality Service Delivery: Ensure frontlines’ skill development and consistent quality of service by regularly monitoring and conducting remote random audits for Call Centers, as well as random re-audits of partner QA audits to verify adherence to the company’s required quality audit process.
3. Feedback and Process Improvement: Provide feedback to management on products, services, and customer issues highlighted from the quality monitoring process, aiming to improve identified process gaps
4. Trend Analysis and Resolution: Highlight specific trends in contact channels based on insights from sample audits and ensure these trends are effectively addressed. Follow up and ensure resolution of customer issues identified during call audits
5. Quality Monitoring Tools and Feedback: Ensure all quality monitoring tools are updated to reflect the necessary parameters and weightages per Line of Business. Guarantee that quality feedback is delivered within specific timelines.
6. Partner Quality Monitoring: Monitor partner’s quality to ensure defined targets are met. Ensure that current and accurate information on updates, products, and service offerings is communicated to the frontline, enhancing their knowledge and readiness
7. Training and Development: Doubt clearing sessions with partner trainers on products/services, respond to emails related to training clarification, and identify and ensure training needs are covered within defined timelines Review training documents for accuracy and relevance.
8. Intelligence and Reporting: Provide intelligence for the creation and cleanup of call typification categories on CRM tools. Analyze top call drivers and repeat call drivers, proposing initiatives to reduce these. Monitor customer product/service usage trends, identifying potential issues or opportunities for proactive assurance.
9. Product and Service Testing: Coordinate and support testing of products and services, ensuring thorough understanding of Africell’s offerings. Maintain and submit weekly and monthly reports documenting optimization opportunities.
10. Cross-departmental Collaboration: Work closely with the marketing and product departments to ensure customer experience is at the heart of business operations, influencing product development and marketing strategies.

What We’re Looking For

• Education: BA/BS Degree in Business, Sociology, Psychology, IT or equivalent.
• Minimum of 5 years of experience in quality assurance or customer service in the telecom industry, with at least 2 years in a supervisory or managerial role.
• Strong understanding of customer service processes and standards in the telecom sector.
• Excellent analytical and problem-solving skills, with the ability to use customer service metrics to drive decision-making
• Proven experience in project management and process improvement
• Exceptional communication and interpersonal skills, with the ability to work effectively across departments and with senior management
• Proficiency in data analysis tools, MS Office and customer service management platforms
• Ability to lead and motivate teams towards achieving quality service goals.
• Languages: Fluency in English & Portuguese. Additional languages are a plus.
• ISO 9001:2015 – Quality Management Systems (QMS) Preferred 

How to Apply

Ready to take your career to the next level with Africell Angola? We would love to hear from you! Please apply through Linkedln or send your resume and a cover letter to recruitment@africell.ao

Tagged as: AFRICELL Angola