Quality Control Agent Vacancy at Unifi – Kampala, Uganda

If you are looking to build a career in customer service, quality assurance, or the financial services industry, the Quality Control Agent position at Unifi in Kampala, Uganda, presents an excellent opportunity. This permanent position is suitable for individuals who are passionate about delivering outstanding customer service, improving quality standards, coaching employees, and ensuring that customers receive the best possible experience.

Unifi is one of Africa’s fastest-growing financial technology (FinTech) companies, providing fast and accessible personal loans through branch, mobile, and online platforms. The company is recognised for combining innovative technology with exceptional customer service to help individuals achieve their financial goals.

Applications for this position close on 29 July 2026, so interested candidates should submit their applications before the closing date.

About Unifi

Unifi is a rapidly expanding African financial services company that specialises in providing simple, fast, and responsible personal loans. The company operates in several African countries, including:

Uganda
South Africa
Zambia
Kenya
Tanzania

Unlike traditional lenders, Unifi combines advanced technology, data analytics, and personalised customer service to simplify the lending process.

The company describes itself as:

Boldly different
Fiercely human
Proudly African

These values reflect its commitment to innovation, customer satisfaction, and investing in African talent.

As Unifi continues expanding across the continent, it creates employment opportunities for individuals who want to contribute to modern financial services while developing valuable professional skills.

Job Overview

Position: Quality Control Agent
Company: Unifi
Location: Kampala, Uganda
Employment Type: Permanent
Industry: Financial Services
Department: Customer Service / Quality Assurance
Experience Level: Entry Level
Closing Date: 29 July 2026

This role focuses on monitoring customer interactions, evaluating service quality, coaching employees, and supporting continuous improvement initiatives.

Purpose of the Position

The primary purpose of the Quality Control Agent role is to maintain and improve customer service standards across the organisation.

Successful candidates will monitor customer calls, evaluate agent performance, prepare quality reports, and provide coaching that helps employees improve their performance.

The position also supports management by ensuring that quality assurance procedures are consistently followed and customer satisfaction remains high.

By identifying opportunities for improvement, Quality Control Agents contribute directly to better customer experiences and stronger business performance.

Key Responsibilities

As a Quality Control Agent, your responsibilities may include:

Reviewing and analysing recorded customer calls.
Evaluating calls using internal quality standards.
Monitoring compliance with company policies.
Preparing quality assurance reports.
Providing constructive coaching and feedback.
Identifying performance improvement opportunities.
Supporting continuous quality improvement initiatives.
Assisting management with quality assurance processes.
Helping train newly recruited employees.
Supporting cross-training programmes.
Assisting with employee development.
Conducting customer satisfaction surveys.
Conducting agent satisfaction surveys.
Recommending corrective actions where necessary.
Performing additional duties assigned by management.
Contributing to a positive workplace culture.

The role requires excellent attention to detail and a commitment to continuous improvement.

Minimum Requirements

Applicants should meet the following requirements:

Experience in a customer-facing service role.
Previous call centre experience is advantageous.
Experience in quality assurance or call monitoring is beneficial.
Supervisory or coaching experience is an added advantage.
A relevant diploma or degree is preferred but not compulsory.
Good communication skills.
Strong attention to detail.
Positive attitude.
Willingness to learn.
Good interpersonal skills.

Although a formal qualification is preferred, practical customer service experience and the right attitude are equally important.

Why This Job Is Worth Applying For

This position offers an excellent opportunity for individuals who want to build a long-term career in customer service, quality assurance, or financial services.

Some of the key benefits include:

Permanent employment.
Opportunity to work for one of Africa’s fastest-growing FinTech companies.
Exposure to modern financial technology.
Professional coaching and development opportunities.
Experience in quality assurance.
Opportunity to develop leadership skills.
Exposure to performance management processes.
Opportunity to work in an international organisation.
Collaborative and supportive working environment.
Career advancement opportunities.

Employees gain valuable experience that can open doors to supervisory and management positions in customer service and operations.

Skills That Increase Your Chances

While meeting the minimum requirements is important, possessing additional skills can significantly improve your application.

Employers often look for candidates who have:

Excellent communication skills.
Active listening skills.
Strong attention to detail.
Analytical thinking.
Coaching and mentoring ability.
Customer service excellence.
Problem-solving skills.
Emotional intelligence.
Conflict resolution skills.
Report-writing ability.
Computer literacy.
Microsoft Excel knowledge.
Time management.
Organisational skills.
Positive attitude.
Ability to work independently.
Teamwork skills.
Adaptability.
Decision-making ability.

Knowledge of customer relationship management (CRM) systems or quality assurance software may also provide an advantage.

Career Growth Opportunities

A career as a Quality Control Agent provides numerous opportunities for professional advancement.

With experience and consistent performance, employees may progress into positions such as:

Senior Quality Control Agent
Quality Assurance Specialist
Quality Assurance Team Leader
Call Centre Supervisor
Customer Service Supervisor
Operations Supervisor
Training Officer
Learning and Development Specialist
Customer Experience Manager
Operations Manager
Contact Centre Manager
Quality Assurance Manager

As Unifi continues expanding across Africa, experienced employees may also have opportunities to work in different countries or departments within the organisation.

Interview Preparation Tips

Preparing thoroughly for your interview can improve your confidence and increase your chances of success.

Before attending your interview:

Research Unifi and its financial products.
Learn about the company’s values and customer-focused approach.
Understand the basics of quality assurance.
Familiarise yourself with call centre performance indicators.
Review customer service best practices.
Prepare examples of situations where you solved customer problems.
Be ready to explain how you provide constructive feedback.
Demonstrate your attention to detail.
Dress professionally.
Arrive early.

Common interview questions may include:

Why do you want to work for Unifi?
What makes excellent customer service?
How would you handle an underperforming employee?
How would you provide constructive feedback?
Tell us about a time you improved a process.
How do you remain objective when evaluating performance?
How do you handle pressure?
Why are quality standards important?

Practising your responses beforehand will help you communicate confidently during the interview.

Similar Jobs Available

If this position interests you, you may also consider applying for similar roles such as:

Quality Assurance Officer
Call Centre Agent
Customer Service Representative
Customer Experience Officer
Contact Centre Quality Analyst
Customer Support Consultant
Client Services Officer
Training and Development Officer
Compliance Officer
Customer Success Specialist
Team Leader
Operations Coordinator
Service Quality Analyst
Complaints Resolution Officer
Monitoring and Evaluation Officer

Experience in these positions can lead to rewarding careers in customer service, operations management, and quality assurance.

Industry Salary Expectations

Quality Control Agents working in Uganda’s financial services and business process outsourcing sectors earn salaries that vary depending on experience, qualifications, employer, and responsibilities.

Typical monthly salary expectations include:

Entry-level Quality Control Agent: Approximately UGX 1.5 million to UGX 2.8 million per month.
Experienced Quality Assurance Agent: Approximately UGX 2.8 million to UGX 4.5 million per month.
Quality Assurance Team Leader: Approximately UGX 4.5 million to UGX 7 million per month.
Quality Assurance Manager: Approximately UGX 7 million to UGX 12 million+ per month.

Some employers may also provide additional benefits such as:

Performance bonuses
Medical insurance
Pension contributions
Training opportunities
Employee wellness programmes
Career development support

Actual salaries may vary depending on the organisation and individual experience.

Tips for a Successful Application

To maximise your chances of being shortlisted:

Update your CV with relevant customer service experience.
Highlight any call centre, coaching, or quality assurance experience.
Mention your communication and analytical skills.
Include any leadership or mentoring experience.
Emphasise your attention to detail.
Showcase your computer literacy and reporting skills.
Proofread your application carefully.
Submit your application before the closing date of 29 July 2026.

Final Thoughts

The Quality Control Agent vacancy at Unifi offers an excellent opportunity to build a rewarding career in customer service quality assurance within one of Africa’s fastest-growing financial technology companies. The role allows you to contribute directly to improving customer experiences while developing valuable skills in coaching, quality management, performance analysis, and leadership.

If you are passionate about customer service, enjoy analysing performance, have strong attention to detail, and are committed to continuous improvement, this position could be an ideal step towards a long-term career in financial services. Apply before the closing date and present a professional, well-prepared application to improve your chances of success.

Click here to apply for this post if it is still open for application: Apply

Note: This job has been verified by contacting the employer directly. You may also contact the employer to further make verifications before you apply.