Analyst – Quality Assurance ( Internal/External)

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 15 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

ROLE PURPOSE

Assess the quality-of-service delivery across all customer touch points; Support the call center and Retail teams in gap identification and make recommendations to improve on Customer experience; Monitor and drive NPS growth for the various touchpoints; Collaborate and engage with stakeholders

KEY RESPONSIBILITIES

- Quality Monitoring and Evaluations
- Quality performance feedback and reporting
- Monitoring Customer Satisfaction, TNPS and give feedback
- Quality of service improvement and consistency

Gap analysis and Coaching/Training

JOB REQUIREMENTS

- Bachelor’s degree in a Business/ Social Science discipline from a recognized university
- Proficiency in Oromiffa language is mandatory
- Experience working in a customer service environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage.
- Experience in Quality Management or audit environment will be an advantage.
- Good understanding and fluency in English Amharic and any local languages Oromifa, Somali (both written and spoken)
- Excellent knowledge of telecommunications technology and products
- Knowledge of Call center technologies and operations desirable
- Has knowledge and understanding of key deliverables in the quality assurance process i.e. Quality evaluation, Creation of assessment forms, Appeals, Calibration etc.
- Has first-hand knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT...
- 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.
- Strong collaborator who enjoys working in cross-functional teams, with people from different backgrounds.
- Confident, energetic and able to work under pressure with a positive attitude, Creative, complex problem-solving.
- Self-motivated, requiring little supervision and able to meet strict deadlines
- Knowledge and experience in quality management system (QMS) needed
- Quality Assurance training/Certification would be an added advantage

How to Apply. I f you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on the apply button . Remember to attach your resume.