MTN Uganda, a subsidiary of MTN Group, a multinational telecom operating in Africa and the Middle East, has announced a job opening for a Quality Assessor to join its Customer Management and Training Department. The successful candidate will be responsible for coordinating customer experience management activities, particularly in training, quality assurance, and customer management. With over 280 million subscribers, MTN Uganda aims to deliver exceptional customer experiences.
The Quality Assessor role involves performance management, staff development, attention to communication, excellent customer service, and closed-loop feedback. The ideal candidate will have a minimum of a bachelor's degree in business, humanities, or a related field, with at least one year of experience in a telecoms service environment and three years of experience in a customer-interfacing environment. The role requires strong leadership, interpersonal, and communication skills, as well as attention to detail and flexibility.
Key responsibilities of the Quality Assessor include providing specific performance feedback to customer-interfacing staff, monitoring performance standards, and ensuring that important information from management is shared with support partners. The successful candidate will also be responsible for surveying customers, identifying gaps in service delivery, and making recommendations for improvement. Additionally, they will conduct calibration sessions with team leaders to ensure consistency of assessment standards.
MTN Uganda's Customer Management and Training Department plays a critical role in ensuring that customers receive exceptional service. The department is responsible for coordinating customer experience management activities, providing training, and ensuring that customer-facing staff meet performance standards. The Quality Assessor will work closely with team leaders and customer-interfacing staff to achieve these goals.
To be considered for the role, applicants must demonstrate the MTN Brand Values of Can Do, Integrity, Leadership, Innovation, and Relationships. They must also be able to work effectively in a team environment, prioritize tasks, and manage their time efficiently. MTN Uganda offers a dynamic and fast-paced work environment, with opportunities for professional growth and development.
The successful candidate will be responsible for implementing procedures to ensure high-quality work, monitoring progress, and keeping track of information. They will also be required to make decisions in difficult or ambiguous situations and demonstrate openness to new organizational structures, procedures, and technology. MTN Uganda values results-oriented individuals who can build collaborative relationships and manage stress effectively.
Interested applicants can apply online through the Ugandan Jobline website. The deadline for applications is October 12, 2026. Only shortlisted candidates will be contacted. MTN Uganda offers a range of benefits and opportunities for professional growth, making it an attractive employer for individuals passionate about delivering exceptional customer experiences.
Key points
- MTN Uganda is seeking a Quality Assessor with experience in customer support and quality assurance to join its Customer Management and Training Department.
- The successful candidate will be responsible for ensuring high-quality service delivery, providing performance feedback, and identifying gaps in service delivery.
- Applicants must demonstrate strong leadership, interpersonal, and communication skills, as well as attention to detail and flexibility.
