KYC & Quality Analyst (Contact Center)

About the role

Q-Sourcing Limited, trading as Q-Sourcing Servtec, is a manpower management solutions firm operating across Uganda, Kenya, Tanzania, Rwanda and South Sudan. On behalf of its client D.Light, it is hiring three KYC & Quality Assessors in Kampala. The role evaluates the performance of contact center representatives and gives feedback and coaching to improve customer experience. It reports to the Head of Contact Center Operations.

Key responsibilities

• Monitor and evaluate touchpoint representatives and provide feedback on their quality performance
• Complete feedback sheets, identify and escalate training needs, and coach CSRs
• Report deviations from Standard Operating Procedures to Supervisors
• Evaluate and recommend processes and procedures of Operations Divisions, and conduct trend analysis
• Handle escalated queries and manage and monitor the QA system
• Prepare quality reports and regularly report to functional teams on employee performance evaluations
• Develop and maintain evaluation criteria, research quality standards, and document gaps between audit ratings and QA ratings

Required profile

• Bachelor's degree in social sciences or a business-related field
• 3 years of experience in a call center or service industry
• Call centre qualification and a diploma in Customer Services Management are an added advantage
• Experience in mobile telephony or BPO call centers is an added advantage

Required skills

• Excellent oral and written communication skills
• Interpersonal skills, dependability and ability to motivate results
• Multitasking

Applications close by 08:00 am on Tuesday 26 May 2026; only shortlisted applicants will be contacted.