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Quality Assurance Specialist

Posting Country:  Congo, the Democratic Republic of the
Date Posted:  1 Sept 2026
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. 
 

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Vodacom DRC welcomes applications from candidates without discrimination and embraces diversity and inclusion. We strongly encourage women, neurodivergent individuals, and people living with disabilities to apply. We firmly believe that every individual brings unique and invaluable qualities, and we are committed to fostering an inclusive, respectful, and supportive work environment where everyone can flourish.

Role Purpose:

To ensure service quality at all customer touchpoints to guarantee customer satisfaction and a positive customer experience.

Key accountabilities and decision ownership :

•    To continuously assess and monitor the calls and face to face interactions quality process at every customer touch point. Ensure quality is constantly maintained in accordance with Business standards of operation and objectives.
•    Measure and provide feedback to agents regarding quality of services and performances with proactive advice and orientation for immediate corrective action.
•    To adhere and contribute efficiently to the customer experience transformation within the company by making recommendations after analysis of customers demands while monitoring calls.
•    To analyze and identify the knowledge gaps and training needs of existing staff and recommend refresh and pocket trainings session to support efficiently customers.
•    Ensure the accuracy and clarity of all company content, including customer messages, interaction tools, and digital platforms, by reviewing, translating, and validating content to ensure it is easily understood by customers.

Core competencies, knowledge and experience :

•    Strong Analytical Skills
•    Quality and details oriented
•    Problems solving and critical thinking skills
•    Clear and concise communication
•    Time management

Must have technical / professional qualifications:

•    Customer Care experience   
•    Customer interaction experience and understanding
•     Supervisory experience
•    Quality measurement experience
•    Training experience

Key performance indicators:

•    Quality Score Average ( including  good calls quality percentage) 
•     Call centre CAR, SLA, FCR 
•     Content Validation SLA

Dotted reports:
-     Customer care agents’ evaluation Reports
-    Daily, weekly and monthly reports on customer care agents’ quality issues

 

 

 

Role title: Quality Assurance Specialist    
Band/TW: Senior Specialist
Reports to: Quality Manager
Function: Customer Support
Department: Customer Operations
Location:   Kinshasa

 

Together we can.

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Apply now »