QSSU-DL-KQA-
KYC & QUALITY
ANALYST

(FO Technical Assistant

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management
solutions firm operating in the East African Region in the countries of Uganda,
Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client
D.Light
, we are looking for
skilled and competent
KYC & Quality
Assessors
to work in Kampala.

Number of Vacancies:
3

Reports to:
Head of Contact Center Operations

Report direct:
Quality Assessors- VI Markets

Job description

The KYC & Quality
Analyst role involves evaluating the performance of representatives from
various functions and providing effective feedback and coaching to enhance
customer experience. The position requires monitoring and evaluating touchpoint
representatives, reporting deviations from Standard Operating Procedures to
Supervisors, evaluating and recommending processes and procedures of Operations
Divisions, and conducting trend analysis.

Key Responsibilities

·
Monitor and evaluate touchpoint
representatives

·
Provide feedback to representatives on
quality performance

·
Complete feedback sheets

·
Identify and escalate training needs

·
Report deviations from Standard
Operating Procedures to Supervisors

·
Coach CSRs

·
Evaluate and recommend processes and
procedures of Operations Divisions

·
Conduct trend analysis

·
Handle escalated queries

·
Manage and monitor QA system

·
Identify and contribute to quality
initiatives

·
Prepare quality reports

·
Regularly report to various functional
teams on employee performance evaluations

·
Develop and maintain evaluation
criteria

·
Research quality standards

·
Document gaps identified in audit
ratings vs QA ratings

Key Performance
Indicators (KPIS):

·
Learning & Development: Team
coaching and Mentoring

·
Contact Center processes compliance
drive.

·
Customer
satisfaction versus target (Net Promoter Score/CES)

Requirements

Qualifications and
Experience:

·
Bachelor's degree in social sciences
or a business-related field

·
Additional focused Call Centre
qualification and Diploma in Customer Services Management is an added advantage

·
3 years of working experience in the
Call Centre or in the Service Industry

·
Experience at technology-oriented
service firms such as Mobile telephony and BPO call centers is an added
advantage

·
Excellent interpersonal skills

·
Ability to motivate to produce results

·
Excellent oral and written
communication skills

·
Dependability

·
Multitasking.

All candidates who meet the criteria outlined above are encouraged to
apply under the job vacancy
“QSSU-DL-KQA-
KYC
& QUALITY ANALYST”

Note
The deadline for applications is not later than
08:00 am Tuesday 26
th
May, 2026