At a glance
- Closing date
- The listing does not give one. Employers often close early when they have enough applicants, so apply soon.
- Where
- Nairobi, Kenya
- How to apply
- On myjobmag.co.ke, where the employer takes applications.
- Similar roles
- 42 other open Quality Assurance & Control roles on the Kenya board right now.
- This employer
- M-KOPA Solar has 11 open roles on RezSync.
What You'll Do
Conduct comprehensive quality assessments of customer interactions across calls, chats, and social media
Evaluate agent performance against quality standards, KPIs, and compliance requirements
Review ride disputes, cancellations, safety incidents, and escalated customer issues
Monitor adherence to scripts, processes, and company policies
Perform calibration sessions with team leads to ensure consistency in scoring
Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
Generate detailed quality scorecards and performance reports for agents and team leaders
Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
Provide data-driven insights and recommendations for process improvements
Deliver constructive feedback to agents through one-on-one coaching sessions
Identify skill gaps and develop training materials based on quality findings
Partner with operations teams to refine quality frameworks and evaluation criteria
Support root cause analysis for recurring quality issues
This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.
Expertise
Minimum 2 years of experience in quality assurance within a contact center environment
Previous experience in mobility, ride-sharing, transportation, or on-demand services is preferred
Background in customer service operations or agent coaching is a plus
Strong analytical skills with the ability to translate data into actionable insights
Excellent communication skills — both written and verbal
A collaborative approach with the ability to give and receive feedback constructively
Minimum qualifications
BA/BSc/HND
How to apply
Use the link(s) below to apply on company website.
Senior Backend Engineer - Asset Sales
Senior Backend Engineer - Mobility
Mobility Quality Analyst
https://www.myjobmag.co.ke/apply-now/1372247
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