Job Expired

company-logo

Manager, CX & Quality Assurance

Safaricom Telecommunications Ethiopia PLC

job-description-icon

Business

Business Administration

Addis Ababa

Position

2021-09-08

to

2021-09-17

Required Skills
Required skills have not yet been specified for this position this job
Fields of study
No fields of study

Full Time

Share

Job Description

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 

Related Jobs

4 days left

Ethiopian Engineering Corporation

Camp Administrator (Hahu/HR/060/2025)

Camp Administrator

time-icon

Full Time

6 yrs

2 Positions


Bachelor's Degree in Management, Business Administration, Public Administration and related field of study with relevant work experience Duties & Responsibilities: - Oversee the daily operations of the construction camp, including accommodation, catering, maintenance, and security. - Manage and supervise camp staff, including cooks, cleaners, and security personnel. - Coordinate with project managers and other stakeholders to ensure the smooth functioning of camp operations. - Maintain accurate records of camp occupancy, inventory, and supplies. - Handle resident inquiries and complaints, ensuring issues are resolved promptly and effectively. - Develop and implement camp policies and procedures. - Monitor and manage camp budgets, ensuring cost-effective operations.

Adama

4 days left

Forward Logistics Technologies

Transport Sales Supervisor

Sales Supervisor

time-icon

Full Time

3 - 5 yrs

6 Positions


Bachelor's Degree or Diploma in Marketing Sales, Business Administration or in a related field of study with relevant work experience Duties & Responsibilities: - Leading the transportation sales team to achieve sales goals. - Identifying and tracking new sales leads and transportation service contracts. - Work with the operations team to ensure service quality and delivery time. - Monitor market trends and competitors to adjust sales strategies. - Prepare timely sales performance reports and forecasts. - Ensure compliance with company policies and transportation regulations.

Addis Ababa

7 days left

Forward Logistics Technologies

Office Assistance to the CEO

Office Assistant

time-icon

Full Time

2 - 5 yrs

1 Position


Bachelor’s Degree in Business Administration or in a related field of study with relevant work experience Duties & Responsibilities: - Manage the CEO’s calendar, appointments, and travel arrangements - Coordinate meetings, prepare agendas, and take meeting minutes - Draft, proofread, and format documents, reports, and presentations - Screen calls, emails, and communication on behalf of the CEO - Assist in planning company events, meetings, and executive activities - Maintain office files, documents, and confidential records - Handle follow-ups, reminders, and action items to ensure smooth workflow - Liaise with internal departments and external stakeholders - Perform general office duties and administrative support as needed Required Skills: - Excellent written and verbal communication skills - Strong organizational and multitasking abilities - High proficiency in MS Office (Word, Excel, PowerPoint) and digital tools - Ability to maintain confidentiality and work under pressure

Addis Ababa

7 days left

Forward Logistics Technologies

Call Center Agent

Call Center Representative

time-icon

Full Time

2 - 3 yrs

1 Position


Bachelor's Degree in Business Administration or in a related field of study with relevant work experience Duties & Responsibilities: - Handle inbound and outbound calls related to shipment inquiries, order status, and delivery updates - Track, trace, and monitor shipments in real time - Communicate with drivers, warehouse staff, and operations teams to ensure timely deliveries - Resolve customer complaints, delays, and logistics-related issues professionally - Create and update customer records and shipment data in the system - Provide product, service, and process information to customers - Escalate complex issues to the supervisor or logistics team when necessary - Maintain call logs and follow standard operating procedures (SOPs) Required Skills: - Good knowledge of shipping processes, delivery cycles, tracking systems, and logistics terminology - Strong communication skills (verbal and written - Good computer skills (CRM systems, tracking software, MS Office)

Addis Ababa

about 19 hours left

International Organization for Migration (IOM)

CVAC Client Service Assistant

Client Relation Officer

time-icon

Full Time

2 yrs

1 Position


BA Degree in Business Administration, Management, Accounting or in a related field of study with relevant work experience Duties and Responsibilities: - Provide client services to applicants at all times, in full compliance with the Immigration, Refugees and Citizenship Canada (IRCC) contractual obligations and service standards; - Assist in providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services; - Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete; 

Addis Ababa

about 19 hours left

Lucy Insurance

Reinsurance Officer I

Reinsurance officer

time-icon

Full Time

1 yrs

1 Position


BA Degree in Management, Accounting, Business Administration or in a related field of study with relevant work experience

Addis Ababa