Quality Assurance Analyst (Internal/External)

Safaricom PLC · Addis-Abeba

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🇬🇧 English

Job description

About the role

Safaricom Ethiopia is seeking a Quality Assurance Analyst to assess service quality across all customer touch points. The role supports the call centre and retail teams by identifying gaps, recommending improvements, and driving Net Promoter Score (NPS) growth. You will work closely with internal and external stakeholders to ensure a consistent, high‑quality customer experience.

Key responsibilities

Conduct quality monitoring and evaluations of customer interactions across all channels.
Provide performance feedback and reporting to relevant teams.
Monitor customer satisfaction metrics, including NPS, and deliver actionable insights.
Lead initiatives to improve service quality and ensure consistency.
Perform gap analysis and deliver coaching or training to address identified issues.

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Published 6 hours ago

Expires 1 month from now

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Safaricom PLC

Addis-Abeba

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