Quality Assurance Analyst

Job description

DEPARTMENT : Customer Experience

VACANCY : Quality Assurance Analyst

LEVEL :Senior Coordinator

LOCATION : Lusaka

JOB PURPOSE

To conduct live call monitoring; evaluation of calls; providing constructive feedback through coaching sessions; scheduling and facilitating call calibration sessions as appropriate; preparing quality reports; identifying and implementing quality initiatives for continuous improvement.

CORE RESPONSIBILITIES ARE:

• Monitor, evaluate and score inbound calls against established quality assurance standards.
• Review, evaluate and score open and closed customer issues tickets against established quality assurance standards.
• Participate, as needed, in calibration sessions, employee communication sessions and/or creation of communication tools.
• Monitor calls to provide actionable insight to improve current processes, product performance and agent phone etiquette
• Analyse customer satisfaction and dissatisfaction data and recommend solutions to root cause
• Assist in developing, creating, and implementing quality processes
• Assist in the preparation of call scripts as required
• Review performance data drawn from quality monitoring to identify potential training needs
• Analyse performance from quality assurance data and communicate trends to Lead Retail Training
• Create quality score cards to track performance levels
• Provide accurate and timely reports on a perioding basis on call quality, productivity, availability and other key metrices as determined.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• University Degree, preferably in Data Analytics or Business Administration.
• Professional qualifications in Customer Service, Quality Management & training is desirable.
• Hands-on with Microsoft Office Suite, including MS Visio.

Relevant Experience:

• Minimum 2 years contact center experience.
• Working knowledge of business systems and applications, incident, project and change management.
• Customer relationship management skills.

OTHER REQUIREMENTS

• Customer centric
• Attention to detail
• Excellent interpersonal skills
• Strong organizational and time management skills
• Effective written and oral communication and collaborative skills
• Excellent listening, analytical and problem-solving skills
• Team player

CLOSING DATE:

Suitable candidates requested to apply by sending through their CV’s to jobs@zm.airtel.com. The closing date for receiving applications is Friday, 29th August 2025.

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, and ethnic grouping.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.