Officer Service Delivery and Quality x2 at Uganda Revenue Authority

JOB ROLE/ PURPOSE:
• Monitor and evaluate client experience across URA Contact Center touch points, propose remedial action to service gaps in process, people and technology to facilitate efficient and effective service delivery.
• Assess client experience across all contact center touch point to ensure proper resolution of all client issues.
• Monitor agent client interactions against set standards, identify gaps and make recommendations for future support requirements.
• Conduct regular risk assessments and flag off high-risk areas for immediate action to be taken.
• Work closely with front desk client facing teams and periodically conduct onsite visits to appreciate challenges faced by service offices and walk-in clients in logging and managing queries respectively and devise contact center support solutions.
• Monitor and evaluate contact center team and individual staff performance to support increased tax compliance
• Participate in the review and design of call monitoring formats, indicators and quality standards.
• Evaluate logged technical issues, as well as customer compliments and complaints against documented processes to ensure effectiveness.
• Conduct root cause analysis for identified issues to establish, and recommend most suitable interventions for improvement.
• Compile and track performance at team and individual level against quality assurance standards.
• Coordinate contact center staff sensitizations, updates on institutional changes and participation in R&D programs.
• Periodically review changes in URA systems, processes and structure, to identify issues that affect service delivery and enable proactive response to the changing business environment before crises arise.
• Collaborate with teams; Learning and Development, IT operations and projects to regularly train and sensitize contact center staff on new products and identified knowledge and skills gaps.
• Coordinates call calibration sessions for contact centre staff i.e. Meeting between call centre agents, supervisors and the quality monitoring teams to rate and discuss customer service interactions.
• Participates in customer and client listening programs to identify customer needs and expectations and taking proactive steps to maintain positive experiences.
• Coordinate and participate in product tests and simulation exercises.
• Make recommendations on challenges frequently encountered while using URA systems for improvement to enable improvements of self-help services functionality for clients to effectively self-serve.
• Develop briefs, reports and provide recommendations on improvement to ensure a more efficient resolution of all issues raised
• Maintain real-time Customer Experience (CX) metrics performance dashboards.
• Provides real-time actionable data and share insights to enable real-time actions to various internal support groups as needed for effective service delivery.
• Generate comprehensive monthly client experience and quality assurance reports with insights and recommendations for management action.
• Troubleshooting issues and Resolutions and liaise with respective stakeholders to devise solutions.
• Periodically review the log of queries received to identify Frequently Asked Questions (FAQs) support in development of appropriate responses.
• Compile process /system challenges and engage respective stakeholders. .

Qualifications
PERSONAL SPECIFICATIONS
Essential Requirements
• An Honor’s Bachelor’s degree in any field.
• Desirable Requirements
• Training and or Experience in a customer care
• Training in Data analytics
• Knowledge
• Strong understanding of CX metrics, there application and interpretation.
• Uganda tax laws and tax administration system.

SPECIAL SKILLS AND ATTRIBUTES
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
Organization: Public and Corporate Affairs
Primary Location: Uganda-Nakawa HQs
Job: 11728.Officer Service Delivery and Quality
Schedule: Permanent
Shift: Standard
Job Type: Full-time
Job Level: Day Job
Unposting Date: May 16, 2021, 11:59:00 PM

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