Call Centre Quality Analyst
Job summary
We are looking for a Call Centre Quality Analyst to monitor and evaluate customer interactions, ensure service excellence, identify training needs, and provide feedback to improve performance and maintain compliance with company standards and quality policies.
Job descriptions & requirements
- Monitor inbound and outbound calls, chats, and emails to evaluate agent performance and adherence to quality standards.
- Assess call quality based on key metrics such as accuracy, tone, empathy, policy compliance, and issue resolution.
- Provide constructive feedback, coaching, and recommendations to improve agent performance and overall service delivery.
Provide training and ongoing support to team members on QA processes and best practices. - Identify recurring issues, trends, and training needs within the Call Centre and report them to management.
- Prepare weekly and monthly QA reports highlighting performance trends, gaps, and recommended corrective actions.
- Support the rollout and maintenance of Call Centre quality policies, procedures, and best practices.
- Ensure compliance with company standards, data protection, and ethical guidelines.
- Perform any other duties as may be assigned by the company.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
About Zenka Finance
Welcome to Zenka, Uganda’s newest mobile lending solution, designed to empower your dreams with fast, flexible financial support. Launched in Uganda in 2025, Zenka brings a wealth of experience from Kenya, where we’ve been transforming lives since 2018.
In Kenya, over 10 million customers have trusted us to fuel their ambitions, a testament to the confidence the Kenyan community places in us. Our innovative approach bypasses traditional banking hurdles, delivering instant loans straight to your phone—anytime, anywhere.
Zenka’s commitment to financial inclusion has earned us prestigious accolades, including the Most Preferred Mobile Loan App (Digital Tech Excellence Awards 2020), Outstanding Mobile Loans App of the Year (Pacesetters Awards 2020), Most Preferred Non-Banking Loan Platform (Financial Inclusion Awards 2019), and Runner-Up for Fastest Growing Mobile App (Financial Inclusion Awards 2019) and many more. In Uganda, we’re here to replicate that success, offering you smart, accessible financial tools to spark your potential and thrive.
Join millions who trust Zenka to make their ideas a reality—your journey starts with a tap.
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