Job Title: MANAGER AUDIT & COMPLIANCE (Policies, processes & projects)
Company Name :     AIRTEL UGANDA
Company Profile :     Airtel a leading telecom is in need of A MANAGER AUDIT & COMPLIANCE (Policies, processes & projects)

Job Description :  
  Responsible to: HEAD CUSTOMER SERVICE Job Purpose: Create and develop relevant policies and processes for all contact type. Responsible to implement continuous process improvement so as to ensure a superior and delightful customer experience. Key Result Areas 1. Define Processes, Policies and Scripts (call flows) that will guide Contact Points on step by step handling of customers queries to ensure a superior and delightful experience 2. Review and update customer contact and business processes to enhance Customer experience 3. Ensure Process awareness in all customer care department 4. Define and review Task Management Processes 5. Hands on support to customer care systems users 6. Develop Accurate Reason for call codes so as to capture all customers issues 7. Ensure systems reports are provided on time with all necessary incidences. 8. Build a mechanism to review the compliance of all policies and processes 9. Conduct Process Audit to identify gaps 10. Report on Customer Care Projects Progress
Experience :     3 (Years)
Job Type :     Full Time
Industry Type :     IT/Telecom
Functional Area :     Accounting/Tax/Audit
Location :     Kampala Uganda
Skill Set :     You have • University degree in any field • 3 years experience in related work. • IT Literacy • Developed Business analysis skills • Working knowledge of different areas /units of Customer Care • In-depth knowledge of customer care operating procedures and processes Environmental Knowledge particularly of corporate • Communication skills

How to Apply:
Please note • Attach copies of all academic documents. • Soliciting of influence of any nature will lead to an automatic disqualification. • We regret that only short listed candidates will be contacted. Applicants who do not hear from us within 1 week from the closing date should consider their applications unsuccessful. Interested Candidates are invited to submit their applications and CV’s with a day phone contact, address and an email address to – The Talent Acquisition & Talent Management Manager. Closing date: 4th February 2011.
Address :     PLOT 40, JINJA ROAD,P.O.BOX: 6771
Job Posted on :     31 Jan 2011
Apply Before Date :     04 Feb 2011


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