We offer top-notch, long term Car financing in Nairobi and Mombasa to our prospective customers, which is up to 80% of any car's value. With MOGO’s efficient mode of services, you get to drive your dream car in a very short period of time at a very convenient interest rate.

We have more than 6 years’ experience providing fin...

Quality Assurance Analyst

Job Type

Full Time

Qualification

BA/BSc/HND , Diploma

Experience

2 years

Location

Nairobi

Job Field

Customer Care

What you will do:

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.

Analyze key performance indicators (KPIs), to identify trends and areas for improvement.

Establishing standards governing customer interactions and implementing monitoring programs.

What you will need:

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.

• 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.
• Analyze key performance indicators (KPIs), to identify trends and areas for improvement.
• Establishing standards governing customer interactions and implementing monitoring programs.

• 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.

• Degree/Diploma in Business/Social Science or any other related course.