Call Centre Quality Assessor Job at Sun King Uganda

Call Centre Quality Assessor Job

Work Hours: Full-time, 08 hours per day

Salary: Attractive

Job Deadline: 28 February 2026

Number of Jobs: 01

Hiring Entity: Sun King Uganda

Sun King Uganda

Location: In Uganda

Job Details:

Job location: Kampala, Uganda

About the role:

The Quality Assessor at Sun King will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered, with a great customer experience, and equip the customer service executives with the right knowledge and skills for efficiency purposes.

What you would be expected to do:

Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance. Accompany evaluations with meaningful and constructive feedback.
Assess customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
Ensure regular training content development from training needs assessment derived from insights and changing business.
Work with the management team to identify and deliver positive change and business efficiencies, and highlight operational risks and areas for improvement.
Ensuring clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction.
Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (one-to-one), highlighting concerns that impact team performance.

You might be a strong candidate if you have/are:

2-3 years of call center / quality assessor experience.
A bachelor’s degree in a communication or business-related field.
Language proficiency of Ateso, Acholi, Luo and Langi.
Passionate about positively impacting the lives of rural consumers.
A good collaborator with great social skills to mentor your team to deliver on expectations.
Good experience with PowerPoint and MS Excel.
Good customer service skills and dedication to providing exceptional customer care.
Good listening and analytical skills.
Good knowledge of customer relationships or customer service practices.
Able to adapt well to change and successfully set and adjust priorities as needed.