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.

KEY ACCOUNTABILITIES
1. 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.

3. 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.

4. 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.

5. 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.

6. Provide first level support at the contact centre for all inquiries raised by internal and external clients in regard to systems, processes and tax matters to enhance client satisfaction and compliance
• Receive and provide resolutions to queries at the Contact Centre to reduce turnaround time and enhance client satisfaction
• Provide extended Support to clients and Service Center Offices during peak seasons to facilitate return filing and enhance timely compliance
• Study the performance of URA systems and processes and make proposals for improvements
• Attend and conduct On Job Trainings to enhance knowledge sharing and service delivery at the contact center

Qualifications
PERSON SPECIFICATIONS
Essential Requirements
• An honors bachelor’s degree or its equivalency in any field from a recognized academic institution.
• At least two (02) years’ experience in customer care/ services or a related function in a reputable organization
• An impeccable record of integrity

Desirable Requirements
• Training in Client Experience and Client Relations Management
• Training in Data analytics
• Experience in Client Experience Management is an added advantage

Knowledge
• Strong understanding of Customer Experience metrics, their 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