Quality Assurance Analyst

  • Full Time
  • Lusaka, Zambia
  • Applications have closed.

Airtel, Zambia


To conduct live call monitoring, evaluation of calls, provide constructive feedback through coaching sessions, scheduling and facilitating call calibration sessions as appropriate. To prepare quality reports, identifying and implementing quality initiatives for continuous improvement.


  • • Monitor, evaluate and score inbound calls against established quality assurance standards.
  • • Review, evaluate and score open and closed customer issues tickets against established quality assurance standards.
  • • Participate, as needed, in calibration sessions, employee communication sessions and/or creation of communication tools.
  • • Monitor calls to provide actionable insight to improve current processes, product performance and agent phone etiquette
  • • Analyse customer satisfaction and dissatisfaction data and recommend solutions to root cause
  • • Assist in developing, creating, and implementing quality processes
  • • Assist in the preparation of call scripts as required
  • • Review performance data drawn from quality monitoring to identify potential training needs
  • • Analyse performance from quality assurance data and communicate trends to Lead Retail Training
  • • Create quality score cards to track performance levels
  • • Provide accurate and timely reports on a perioding basis on call quality, productivity, availability and other key metrices as determined.


Educational Qualifications & Functional / Technical Skills

  • • University Degree, preferable in Data Analytics or Business Administration
  • • Professional qualifications in Customer Service, Quality Management & training is desirable
  • • Hands-on with Microsoft Office Suite, including MS Visio.

Relevant Experience:

  • • Minimum 2 years contact center experience
  • • Working knowledge of business systems and applications, incident, project and change management
  • • Customer relationship management skills


  • • Customer centric
  • • Attention to detail
  • • Excellent interpersonal skills
  • • Strong organizational and time management skills
  • • Effective written and oral communication and collaborative skills
  • • Excellent listening, analytical and problem-solving skills
  • • Team player


Suitable candidates are requested to apply by sending through their CV’s to jobs@zm.airtel.com..


The closing date for receiving applications is Friday, 22nd March 2024.

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, ethnic grouping.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Share this with Family and Friends