About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

We are pleased to announce the following vacancy for Manager – CX & Quality Assurance in Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the EHOD – Customer Experience, the position holder’s purpose shall be to assess, administer and manage quality standards across all customer touch points, support the sectional managers within the divisions in gap identification and make recommendations to improve customer experience.

Job Responsibilities

• Evaluate and ensure quality of service against set standards and produce periodic data and reports on the same.
• Monitor and track touch point NPS and provide recommendations to improve performance.
• Provide feedback and support to the Business Units by providing insights on the observed performance trends and gaps in the respective month and recommended actions.
• Carry out interactive sessions with all section heads to ensure that all stakeholders have a common understanding of service delivery KPIs and the evaluation process.
• Recommend development and training initiatives to close any identified performance gaps.
• Benchmark best practices and share with other quality assurance managers for implementation.
• Ensure resource availability by maintaining proper inventory of quality assurance tools, systems including discussing any additional needs.
• Validate reports produced by the quality team to ensure reliability and accuracy of results.
• Document and continuously monitor and review all divisional procedures, processes and standards.
• Ensure stakeholders understand new and/or changes in procedures, processes and standards
• Ensure procedures, processes and standards are uploaded on the central database (intranet) and easily accessible for referencing.
• Monitor and follow up on all audit issues raised through risk reviews, internal audit, ISO Audits etc.
• Archive divisional documents in line with ISO Standards.

Job Requirements

• Bachelor’s degree from a recognized university
• 3+ years hands on experience working within in a service-oriented company, with business analysis experience.
• Excellent knowledge of Safaricom products and services, processes & procedures
• Understands the customer requirements and key deliverables in the quality assurance process i.e. calibration, customer journey audits etc
• 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

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on Ethiojobs.net