Quality Control Agent job at Unifi

About Unifi

Boldly different. Fiercely human. Proudly African.

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels. We make life easy for our clients across Zambia, Kenya, Uganda, South Africa and Tanzania. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in Africa, we combine exceptional client service with the very best tech and data analytics.

Purpose of the role

Unifi is looking for an ideal candidate who will be someone who has extensive experience in a call centre in a supervisory position and/or in the quality control department monitoring calls against pre-defined metrics. Ideally the candidate must have also had experience coaching and mentoring staff members to ensure that KPIs are met. Attention to detail, desire to learn and a positive attitude are a must.

Responsibilities

• Analysis of call recordings
• Score calls against Internal Compliance Standards
• Preparing quality reports
• Providing constructive feedback through coaching sessions
• Identifying and implementing quality initiatives for continuous improvement.
• Support management by ensuring that quality assurance processes are followed so that service quality is not compromised.
• Organize and support new hires on quality processes.
• Oversee the cross training and up training of Agents
• Conduct regular customer and agent surveys to check satisfaction levels and recommend corrective actions.
• Perform any other duties as assigned.
• Contribute to making Unifi a fun place to work.

Requirements

• Experience in a customer facing service role.
• A relevant diploma or degree is preferred but not required.

• Analysis of call recordings
• Score calls against Internal Compliance Standards
• Preparing quality reports
• Providing constructive feedback through coaching sessions
• Identifying and implementing quality initiatives for continuous improvement.
• Support management by ensuring that quality assurance processes are followed so that service quality is not compromised.
• Organize and support new hires on quality processes.
• Oversee the cross training and up training of Agents
• Conduct regular customer and agent surveys to check satisfaction levels and recommend corrective actions.
• Perform any other duties as assigned.
• Contribute to making Unifi a fun place to work.

• Attention to detail
• Desire to learn
• Positive attitude
• Experience in a call centre in a supervisory position and/or in the quality control department monitoring calls against pre-defined metrics
• Experience coaching and mentoring staff members
• Experience in a customer facing service role

• A relevant diploma or degree is preferred but not required.