Quality Assurance Analyst
2025-08-28T11:59:01+00:00
Airtel Zambia
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https://www.airtel.co.zm/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Telecommunications
Admin & Office
2025-08-31T17:00:00+00:00
Zambia
8
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
• 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.
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.
JOB-68b0448538aa3
Vacancy title:
Quality Assurance Analyst
[Type: FULL_TIME, Industry: Telecommunications, Category: Admin & Office]
Jobs at:
Airtel Zambia
Deadline of this Job:
Sunday, August 31 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Thursday, August 28 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
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