Safaricom Ethiopia, a member of a prestigious international consortium, including Vodafone Group, Safaricom PLC, Vodacom Group, Sumitomo Corporation, and British International Investment (BII), is seeking a highly skilled and motivated Analyst – Quality Assurance to join our growing team. As a key player in Ethiopia’s rapidly expanding telecommunications sector, Safaricom is committed to connecting individuals and businesses across the nation with reliable and innovative communication solutions. We believe that quality is paramount to our success, and we are seeking an individual who shares our passion for delivering exceptional customer experiences. This position offers a unique opportunity to contribute to the development of a world-class quality assurance program within a dynamic and fast-paced environment.
At Safaricom Ethiopia, we are committed to creating a workplace where every employee feels valued, respected, and empowered to reach their full potential. We offer a competitive salary and benefits package, as well as opportunities for professional development and advancement. As an Analyst – Quality Assurance, you will play a critical role in ensuring that our customer service operations meet the highest standards of quality and efficiency. You will be responsible for analyzing customer interactions, identifying areas for improvement, and developing and implementing quality assurance initiatives. We are looking for a strong communicator, problem-solver, and collaborator who is passionate about delivering exceptional customer experiences.
We invite applications from qualified professionals who possess a strong understanding of quality assurance principles and a proven track record of success in a customer service environment. If you are a results-oriented individual with excellent analytical and communication skills, we encourage you to submit your application. Safaricom Ethiopia offers a unique opportunity to build a rewarding career in the telecommunications industry and contribute to our mission of connecting Ethiopia to the world. We are particularly interested in candidates who demonstrate a strong commitment to teamwork, continuous improvement, and customer satisfaction.
Position: Analyst – Quality Assurance
This role is crucial for maintaining and enhancing the quality of Safaricom Ethiopia’s customer service operations. As an Analyst – Quality Assurance, you will be responsible for monitoring and evaluating customer interactions, identifying trends and areas for improvement, and developing and implementing quality assurance initiatives. You will play a key role in ensuring that our customer service representatives are providing accurate, efficient, and courteous service to our customers. Your responsibilities will also include conducting audits, analyzing data, and preparing reports to track performance and identify opportunities for optimization. A strong understanding of customer service principles, quality assurance methodologies, and data analysis techniques is essential for success in this role.
Your day-to-day responsibilities will involve reviewing customer interactions across various channels, including phone, email, and chat. You will also be responsible for conducting calibration sessions with customer service representatives and providing constructive feedback. Furthermore, you will contribute to the development and maintenance of quality assurance standards, procedures, and training materials. This position offers the opportunity to work closely with the customer service team and contribute to the overall improvement of our customer service operations. We are looking for individuals who are highly analytical, detail-oriented, and passionate about delivering exceptional customer experiences.
JOB REQUIREMENTS:
- Bachelor’s degree in a Business/ Social Science discipline from a recognized university
- Experience working in a customer service environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage.
- Experience in Quality Management or audit environment will be an advantage.
- Good understanding and fluency in English and any local languages Oromifa, Somali, Tigrinya (both written and spoken)
- Excellent knowledge of telecommunications technology and products
- Knowledge of Call center technologies and operations desirable
- Has knowledge and understanding of key deliverables in the quality assurance process i.e. Quality evaluation, Creation of assessment forms, Appeals, Calibration etc.
- Has first-hand knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
- Must be analytical and have excellent written and verbal communication skills (articulate), coupled with good listening and critical reasoning skills and ability to provide constructive feedback.
- Must possess excellent interpersonal and presentation skills.
- Strong collaborator who enjoys working in cross-functional teams, with people from different backgrounds.
- Confident, energetic and able to work under pressure with a positive attitude, Creative, complex problem-solving.
- Self-motivated, requiring little supervision and able to meet strict deadlines
- Knowledge and experience in quality management system (QMS) needed
- Quality Assurance training/Certification would be an added advantage
Language skill:
- Tigrigna language is mandatory (writing, reading & speaking)
- Oromifa language is mandatory (writing, reading & speaking)
- Somali language is mandatory (writing, reading & speaking)
Place of Work: Addis Ababa
How To Apply:
If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.
The closing date for receiving applications is Monday, 3rd March 2025, 5:30 pm.
Apply here: https://safaricom.et/index.php/careers/new-vacancies