QSSU-DL-KQA- KYC & QUALITY ANALYST
Job Location:
Monthly Salary:
Experience Required:
Posted:
Application Deadline:
Vacancies:
Job Summary
QSSU-DL-KQA- KYC & QUALITY ANALYST
(FO Technical Assistant
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 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:
Bachelors 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
Multitasking.
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 Tuesday 26th May 2026
Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
Required Skills:
Qualifications and Experience: Bachelors 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 Multitasking. 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: Only shortlisted applicants will be contacted. Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.
