KYC & Quality Assessors
Full time @Q-Sourcing Servtec posted 37 minutes ago in Finance Shortlist Email JobJob Detail
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Job ID 21362
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Career Level Officer
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Experience 3 Years
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Gender Both
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Industry Human Resource
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Qualifications Degree Bachelor
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Job Type Full time
Job Description
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)
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
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 Monday 25th May, 2026
Application link: https://jobs.qsourcing.com/jobs/Careers/735362000016952408/QSSU-DL-KQA–KYC-QUALITY-ANALYST?source=CareerSite
Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Important Procedure
- Click the GREEN BUTTON “APPLY FOR THE JOB“
- You will be re-directed to the Source/Application Procedure.
- Read the Job description attached.
- Apply using the Instructions Provided.
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