Quality Assurance Analyst Job Mogo
| Location | NAIROBI, Kenya |
| Date Posted | June 18, 2025 |
| Category |
Communication
Education / Teaching |
| Job Type |
Contract
|
| Currency | KES |
Description
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Quality Assurance Analyst Job. Quality Control Jobs In Kenya
Responsibilities
- Conducting regular call audits & documenting call findings, to include positive performance & areas of improvement.
- Prepare detailed reports of call evaluations including performance metrics, trends, and actionable feedback.
- Provide regular updates to the HOD & Call Centre Supervisor on agent performance, highlighting recurring issues or patterns.
- Provide feedback and coaching to agents based on call evaluations, focusing on improving performance and customer interactions.
- Work with team leads and supervisors to identify training needs and areas for development.
- Assist in the development of training materials and sessions to improve agent skills and knowledge of debt collection processes.
- Creating effective performance assessment by using appropriate metrics.
- Conducting regular group and one-on-one trainings with Call Centre Agents.
- Analyse key performance indicators (KPIs),to identify trends and areas for improvement.
- Establishing standards governing customer interactions and implementing monitoring programs.
Qualifications
- Degree/Diploma in Business/Social Science or any other related course.
- At least two years relevant experience
- Excellent communication and interpersonal skills.
- Strong analytical & problem-solving skills.
- Strong understanding of debt collection practices
- Ability to provide constructive feedback in a clear and professional manner.
- Ability to adapt quickly, work independently & have attention to detail
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