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