Job Description
At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 15 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.
Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.
Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.
ROLE PURPOSE
Assess the quality-of-service delivery across all customer touch points; Support the call center and Retail teams in gap identification and make recommendations to improve on Customer experience; Monitor and drive NPS growth for the various touchpoints; Collaborate and engage with stakeholders
KEY RESPONSIBILITIES
Quality Monitoring and Evaluations
Quality performance feedback and reporting
Monitoring Customer Satisfaction, TNPS and give feedback
Quality of service improvement and consistency
Gap analysis and Coaching/Training
Responsibilities
CORE RESPONSIBILITIES
Complete daily weekly and monthly assessments as per allocated evaluations
Carry out independent and fair assessment of CEE’s according to the quality assessment guideline clearly detailing gaps picked in the evaluation process.
Respond to queries on issues relating to the quality evaluation process i.e. re-evaluation
Prepare performance reports each month to highlight performance gaps and opportunities to assist the team leaders in the coaching process
Attend and drive team reviews by highlighting gaps on quality performance.
Participate in ISO audits
Organize and participate in the scheduled calibration sessions with stakeholders every month
Prepare reports/feedback on quality performance in relation to process, products etc. for the assigned staff to help in procedure/process gap identification
Generate initiatives, recommendations/proposals impacting service delivery from customer feedback surveys (TNPS/CSAT/Post Call)
Provide Quality observations on issues impacting service for immediate action
Conduct regular stakeholder engagements to deep dive on Customer insights and ensure follow through of recommended actions
Training and Coaching – Collaborate with the CX Training team by using the evaluation feedback to coach their agents for improvement and assist in training gaps need analysis.
BUSINESS COMPETENCIES
Working with Others
Identifies people’s needs, interests and motives to be able to influence the decisions they make;
Communicates simply to excite and engage people;
Pro-actively adapts own style and approach to build rapport, and work with others more effectively;
Builds and maintains strong relationships and networks.
Operational Excellence
Targets effort & resources on high-value, high impact activity;
Focuses on achieving maximum performance and driving continuous improvement;
Thinks about processes and problems cross-functionally and end-to-end; Uses knowledge of products, technology, process, systems and policy to solve problems.
Creativity and Innovation
Finds creative ways to exploit opportunities and solve problems; Takes risks and pushes what is possible;
Experiments with unorthodox approaches.
Working with Change
Responds flexibly to changing situations;
Manages the business & people aspects of change to drive performance.
Language skill
Oromiffa language is mandatory (writing, reading & speaking)
QUANTITATIVE KPI’s
Touch point Net Promoter Score (TNPS) – 75
Call Centre Quality 95%
100% completion of monthly staff assessments
98% Quality Assessment Accuracy
Quality of Consistency +/- 5 variance
FUNCTIONAL COMPETENCIES
Products, Services and Technology Knowledge – Consumer:
Explains the functionality and benefits of our products and services in simple terms that excite and engage the Customer; Matches our products and services to our Customers’ needs;
Fixes problems to maintain service
Solution Selling:
Wins and retains Customers by identifying their needs or business challenges, and matching them to Safaricom products and services;
Identifies opportunities to win more business by up-selling and cross-selling
Negotiation:
Responds positively and professionally to objections, and addresses the Customer’s needs to successfully close the sale; Uses a range of techniques and approaches to make agreements that add value for Safaricom and our Customers; Understands customers’ commercial drivers & leverages them in negotiations
Competing to win:
Brings energy and passion to work and always aims to beat the competition Knows what the competitors are offering, how our offer compares and uses market data to drive decisions
Service Quality and Planning:
Monitors Customer Satisfaction, NPS and give feedback;
Plans activity to improve service quality;
Forecasts future customer contact patterns and volumes across contact channels.
Provide support in content translation for customers receive quality Information.
QUALITATIVE KPI’s
Accuracy, completeness and objective quality monitoring and evaluations
Timely review of service standards that meet current business needs
Objectivity and integrity of the calibration process
Evidence of stakeholder engagement, communication, briefing, training/coaching on identified service gaps
Best practice implementation.
Qualifications
JOB REQUIREMENTS
Bachelor’s degree in a Business/ Social Science discipline from a recognized university
Proficiency in Oromiffa language is mandatory
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 Amharic and any local languages Oromifa, Somali (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…
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