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Saturday, June 2, 2018

Nafasi ya Kazi Quality Assessor/Quality Assurance Analyst & Marketing Officer - Wassha, Tuma Maombi Kabla ya Tarehe 24 June 2018



Quality Assessor/Quality Assurance Analyst – Re-Advertised.

Department: Operations

Reports To: Chief Operation Officer


Quality Assessor (QA) is responsible for assessing the quality of the performance of
our Customer Services Officer who deal with our existing and potential customer
(WASSHA Agents). The QA will monitor inbound and outbound calls and emails
responses to assess CSO’s demeanor, technical accuracy, customer service
performance, and conformity to company policies and procedurestoward WASSHA
agents. This individual will assist in developing, creating and implementing call
center quality processes and procedures; as well as making recommendation for
enhancements to training materials as needed to enhance the overall WASSHA
customer’s experience.

 Participates in design of call monitoring formats and setting quality
standards; how the call is answered, how well the CSO engaged the agent,
how well the CSO used available resources, whether or not the customer’s
issue was resolved and how the CSO closed the call.
 Performs call monitoring to CSO in terms of assessing their speed and clarity
of diction, product knowledge, objection handling and level of courtesy.
 Uses quality monitoring data management system to compile and track
performance at team and individual level.
 Maintain a thorough knowledge of all WASSHA policies, especially in the
event there are changes that affect call-taking performance standards.
 Participates in customer and client listening programs to identify customer
needs and expectations.
 Provides actionable data to various internal support groups as needed.
 Coordinates and facilitates call calibration sessions for call center staff.
 Provides constructive feedback to CSO’s, Group Leaders and management.
Also provide training for CSOs so they can improve their customer service
 Prepares and analyzes internal and external quality reports for management
staff review.
 Training CSOs on how to stick to the telephone script, branding the call,
taking ownership of the call, avoiding dead airtime and closing the call.
 Perform other duties as assigned.

 Proven experience as Quality Assurance Analyst in Call Centre or similar
role of not less than 3 years.
 Bachelor Degree in Computer Science or Information Technology or relevant
field. (Any bachelor Degree may be preferred but a candidate should have
enough experience in position of Quality Assurance Analyst.)
 Excellent verbal, written and interpersonal communication skills;
 Must be self-motivator and self-starter;
 Focus on quality and customer service;
 Exceptional listening and analytical skills;
 Solid time management skills;
 Must be able to effectively deal with people at all levels inside and outside
of the Company;
 Creative ability & writing proficiency;
 Ability to multitask and successfully operate in a fast paced, team
 Must adapt well to change and successfully set and adjust priorities as
 Must be proficient with Microsoft Office (intermediate Word, basic Excel)



Marketing Officer (MWANZA) – Re-Advertised
REPORT TO: Director of Marketing
Location: Mwanza

Summary: Marketing officer promote company’s products/services. This can involve marketing
existing products, developing new products to cater for consumer demand, or developing markets
for new products or services. Marketing Officer contribute to and develop integrated marketing

Tasks can involve:
 Identify and analyse an organisation’s strengths and weaknesses, and respond to opportunities
and threats in the marketing environment and set goals for market share and growth
 Develop and implement appropriate strategies by selecting, segmenting and targeting markets,
and promoting WASSHA products and services to those markets
 Recruit, evaluate and support potential agents who can be WASSHA agents before installation.
 Install whole WASSHA equipments into potential agents and train operators who are in charge at
 Support WASSHA agents in order to solve their challenges and increase the sales after
 Work on developing new WASSHA products and advice an approach to pricing and set prices for
products and services
 Develop plans for advertising, sales promotion, public relations, personal selling and sales
management of WASSHA
 Undertake WASSHA marketing audits to monitor sales performance; while maintaining and
updating customer databases
 Liaising and networking with a range of stakeholders including customers, and colleagues,
 Communicating with target audiences and managing customer relationships;
 Writing and proofreading copies of WASSHA adverts, fliers and marketing materials
 Liaising with designers and printers to get a recommendable and acceptable WASSHA work
 Attending events such as conferences, seminars, receptions and exhibitions which are beneficial
to the company;
 Conducting market research, for example using customer questionnaires and focus groups;
 Contributing to, and developing, marketing plans and strategies;
 Evaluating marketing campaigns;
 Monitoring competitor activity;
 Supporting the marketing director and other colleagues.
 Any other assignments as may be given by your superior.

Education and Experience
 BSc/BA in marketing, business administration or relevant field
 Proven experience as marketing officer or similar role of not less than 2 years
 Solid knowledge of marketing techniques and principles
 Good understanding of market research techniques, statistical and data analysis methods
 Excellent knowledge of MS Office and marketing software
 Thorough understanding of social media and web analytics
 Excellent organizational and multi-tasking skills
 Outstanding communication and interpersonal abilities
 Creativity and commercial awareness
 A team player with a customer-oriented approach

Key Competencies
 Interpersonal skills
 Communication skills – verbal and written
 Listening skills
 Problem analysis and problem-solving
 Attention to detail and accuracy
 Data collection and ordering
 Customer service orientation
 Adaptability
 Initiative
 Stress tolerance
 Flexibility


How to Apply
Interested individuals should submit their applications to [email protected]
1. Why you think you qualify for this post
2. Current CV, indicating relevant experience based on previous tasks; and skills
that you are bringing into the organization.
3. Names and contacts of three referees who have supervised you in your
previous working history

Telephone calls will not be entertained.