Quality Assessor (Contract)

About the role

MTN Uganda is seeking three Contract Quality Assessors to support its Customer Management and Training Department. The role focuses on monitoring and improving the performance of customer‑facing teams, ensuring high‑quality service delivery and gathering actionable customer feedback.

Key responsibilities

• Support team leaders by communicating performance standards, providing timely feedback, and monitoring compliance with internal quality metrics.
• Conduct regular coaching sessions, performance reviews and calibration meetings to ensure consistent assessment standards.
• Survey customers, manage closed‑loop feedback, and track satisfaction metrics for both internal and external stakeholders.
• Document and review customer‑impacting processes, identify gaps, and recommend improvements.

Required profile

• Bachelor’s degree in Business, Humanities or related field, with customer service training.
• 1 year of experience in a telecom service environment and 2–3 years in a customer‑interfacing role.
• Demonstrated ability to communicate clearly, develop staff, and handle customer issues efficiently.

What we offer

• Competitive salary package.
• Excellent health benefits and a supportive, innovative work culture.