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.

Brief Description

Reporting to the Manager – Retail Experience the jobholder will be responsible for the review, re-engineering, management and compliance of processes, procedures and standards. Drive Customer Experience initiatives, customer obsession, manage Retail Quality, operational excellence, and risk assessment

Job Responsibilities

• Documentation of all procedures, processes and standards to be used in Retail Shops
• Continuously monitor and review procedures, processes and standards with stakeholders to verify effectiveness and efficiency and ensure they comply with agreed company set policies and business guidelines in place.
• Ensure new and/or changes in procedures, processes and standards are communicated to the retail staff
• Ensure procedures, processes and standards are uploaded on the central database and easily accessible for referencing.
• Ensure adherence to documented procedures, processes and standards
• Carry out accurate and complete audit assignment and closure visits for retail shops, submit to the Retail Experience manager, and shop leadership team accurate reports within set timelines. Indicating the objective, scope findings, recommendations and auditee feedback.  
• Continuous improvement of the audit template/matrix as per business need / requirement and changes in systems, processes and procedures
• Monitor and follow up on all audit issues raised for the different retail channels through Internal and external Audit, ISO audits etc. and drive zero recurrence on reported flaws in future audits
• Ensure that the quality of customer service, both internally and externally, remains high and that delight activities contribute to meeting or raising service quality standards
• Do Qualitative and Quantitative analysis of retail shops performance as per the customer satisfaction tracking system parameters within set timelines.

Job Requirements

• Bachelor's Degree in a business discipline / Social Sciences
• 4 years working experience in a retail environment. Work in telecommunication, Banking and airline sector will be an added advantage.
• At least 2 years work in Quality management or audit environment
• Good understanding and fluent of English and any local languages both written and spoken
• Knowledge and experience on quality management system (QMS) needed
• Excellent knowledge of telecommunication products
• Possesses the ability to evaluate the effectiveness of processes, and change, project, and personnel management
• Understanding and experience in performance measurement, customer satisfaction surveys, services gap analyses, and effectiveness training and team building for project and governance teams is an added advantage
• Analytical skills needed
• Mentoring/coaching /Trainer of trainers skills and experience needed

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 CLICK HERE