Quality Assurance Jobs -Kenya December 2019


Job Title: Quality Assurance Representative

Industry: Call Center

Location: Nairobi

Reporting: Quality Assurance and Training Manager

Job Summary

The primary responsibility of the incumbent will be to evaluate each customer service representative in various functions and be able to give constructive feedback and coaching with a view to enhancing customer experience.


(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)

  • Monitor and evaluate touchpoint representatives (where possible)
  • Provide feedback to representatives with regards to their quality performance
  • Complete feedback sheets
  • Identify and escalate training needs
  • Report Deviances from Standard Operating Procedures to Supervisors
  • Coach Customer Service Rrepresentatives
  • Managed conflict related to QA Audits.
  • Evaluate and recommend processes and procedures of Operations Divisions
  • Conduct trend analysis
  • Develop and Maintain evaluation criteria
  • Handle escalated queries
  • Manage and monitor QA system
  • Identify and contribute to quality initiatives –Ops delivery
  • Prepare quality reports
  • Regularly report to the various functional teams on employee performance evaluations specific to observations conducted through quality monitoring and screening activities.
  • Trend Analysis
  • Developed and maintained evaluation criteria
  • Researched quality standards
  • Documented gaps identified from QA evaluations in CDI ratings vs. QA ratings

  Skills and Qualifications

    • Must have a degree in social sciences or a business-related field
    • An additional focused Call Centre qualification or customer service will be an advantage
  • 3 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
  • Experience at technology-oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage
  • Excellent interpersonal skills
  • Ability to motivate to produce results
  • Excellent oral and written communication skills
  • Dependability, Multi-tasking


  • Track record of competence in Operations
  • Systems knowledge
  • Technical knowledge
  • Marketing knowledge
  • MultiChoice business knowledge
  • Knowledge of Customer Care business processes


  • Coaching
  • Written and Verbal communication (letter writing, report writing)
  • Computer skills (MS Word, Excel, PowerPoint)
  • Problem solving and decision making
  • Planning and organizing
  • Attention to detail
  • Team work
  • Trend analysis
  • Motivating
  • Sound Interpersonal skills
  • Patience
  • Assertiveness
  • Conflict Management
  • Idea generation
  • Ability to deliver under pressure

Personal Qualities

  • Achievement Orientation
  • Customer and service orientation
  • Self confidence
  • Self-motivated / Independent

How to Apply

If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Quality Assurance Representative) to recruiterkenya@gmail.com before 12th December 2019.

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