Quality Assurance Specialist

Job description

Join Us At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact. Vodacom DRC welcomes applications from candidates without discrimination and embraces diversity and inclusion. We strongly encourage women, neurodivergent individuals, and people living with disabilities to apply. We firmly believe that every individual brings unique and invaluable qualities, and we are committed to fostering an inclusive, respectful, and supportive work environment where everyone can flourish. Role Purpose: To ensure service quality at all customer touchpoints to guarantee customer satisfaction and a positive customer experience. Key accountabilities and decision ownership : • To continuously assess and monitor the calls and face to face interactions quality process at every customer touch point. Ensure quality is constantly maintained in accordance with Business standards of operation and objectives. • Measure and provide feedback to agents regarding quality of services and performances with proactive advice and orientation for immediate corrective action. • To adhere and contribute efficiently to the customer experience transformation within the company by making recommendations after analysis of customers demands while monitoring calls. • To analyze and identify the knowledge gaps and training needs of existing staff and recommend refresh and pocket trainings session to support efficiently customers. • Ensure the accuracy and clarity of all company content, including customer messages, interaction tools, and digital platforms, by reviewing, translating, and validating content to ensure it is easily understood by customers. Core competencies, knowledge and experience : • Strong Analytical Skills • Quality and details oriented • Problems solving and critical thinking skills • Clear and concise communication • Time management Must have technical / professional qualifications: • Customer Care experience • Customer interaction experience and understanding • Supervisory experience • Quality measurement experience • Training experience Key performance indicators: • Quality Score Average ( including good calls quality percentage) • Call centre CAR, SLA, FCR • Content Validation SLA Dotted reports: - Customer care agents’ evaluation Reports - Daily, weekly and monthly reports on customer care agents’ quality issues Role title: Quality Assurance Specialist Band/TW: Senior Specialist Reports to: Quality Manager Function: Customer Support Department: Customer Operations Location: Kinshasa Together we can.