Call Centre Quality Assurance & Training Officer at Mogo Finance

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...

 

Call Centre Quality Assurance & Training Officer

  • Job TypeFull Time
  • QualificationBA/BSc/HND , Diploma
  • Experience2 years
  • LocationNairobi
  • Job FieldCustomer Care 

Main Responsibilities:

  • Conduct regular call audits and evaluations to assess the quality of customer interactions, adherence to company standards, and regulatory compliance.
  • Document call findings comprehensively, highlighting both strengths and areas requiring improvement.
  • Prepare detailed performance reports based on call evaluations—outlining key metrics, agent trends, root cause analysis, and actionable feedback.
  • Collaborate closely with the Head of Department (HOD) and Customer Service Manager to present timely updates on agent performance, identifying recurring issues and recommending corrective actions.
  • Deliver structured feedback and coaching to agents aimed at improving service quality, compliance, and customer experience.
  • Partner with team leaders and supervisors to identify training gaps and skill development opportunities.
  • Support in the design, development, and delivery of training materials tailored to enhance agent capabilities, with a focus on customer service excellence.
  • Utilize performance data and KPIs to drive data-driven decision-making and continuous improvement within the call centre.
  • Conduct regular one-on-one and group training/coaching sessions, targeting specific weaknesses identified through audits or performance trends.
  • Establish and maintain standards governing customer engagement, and implement effective monitoring and quality assurance frameworks.

What you will need:

QUALIFICATIONS:

  • Degree or Diploma in Business, Social Sciences, or a related field.
  • Minimum of 2 years of relevant experience in quality assurance, training, or call centre operations—preferably in customer service or financial services.
  • Strong proficiency in data analysis, with the ability to extract insights from large datasets to inform performance improvement strategies.
  • Excellent reporting skills, with a proven ability to communicate findings effectively to senior management (HOD, Customer Service Manager).
  • Strong understanding of customer service processes and practices.
  • Exceptional interpersonal and communication skills, with the ability to provide clear, constructive, and professional feedback.
  • Highly organized, self-driven, and adaptable, with keen attention to detail.

Check if your CV matches this job with MyJobMag AI

Method of Application

Interested and qualified? Go to Mogo Finance on talent.sage.hr to apply

Comments

Post a Comment

Popular posts from this blog

Customer Support Representative at BasiGo

BasiGo is an e-mobility start-up looking to revolutionize the public transportation sector by providing public transport bus owners with a cost-effective electric alternative to diesel. Headquartered in Nairobi, Kenya, our team is strategically composed of seasoned entrepreneurs who have spent over a decade working and innovating within electric vehicle t...   Customer Support Representative Job Type Full Time Qualification BA/BSc/HND , Diploma Experience Location Nairobi Job Field Customer Care  About the role:  We are looking for Customer Support Representatives (CSR) to assist our customers with technical problems when using our products and services. You will be the primary point of contact for our customers and coordinate with all BasiGo departments to ensure that issues are resolved within SLA and customers are communicated promptly.  To be successful in this role, you should be an excellent communicator who easily gains client trust. You should ...
Read more

Operations Associate at Kopo Kopo Inc

Kopo Kopo was launched in 2012 where we partnered with Safaricom to bring Lipa na M-Pesa Buy Goods service to small and medium businesses throughout Kenya and, today, we serve thousands of businesses from salons to restaurants to office supply stores, to schools. We have since partnered with other aggregator and mobile money partners with the ultimate goal of helping businesses leverage mobile payments. We are grateful for our unusual journey and look forward to helping our merchants in growing and prosper in the years ahead.   Operations Associate Job Type Full Time Qualification BA/BSc/HND Experience Location Nairobi Job Field Customer Care  Salary Range KSh 50,000 - KSh 100,000/month The Job:   The role will combine aspects of customer service and operations duties. Ultimately, you will be responsible for quickly solving problems for businesses that rely on Kopo Kopo’s technology. You will ensure that Kopo Kopo’s information systems are kept up to date, and will engage...
Read more

Cash Officer - Kitui at I&M Bank

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.   Cash Officer - Kitui Job Type Full Time Qualification BA/BSc/HND Experience 3 years Location Kitui Job Field Finance / Accounting / Audit  The position is responsible for managing and supervising Branch cash services including Line Tellers, Merchant Tellers, Branch ATMs, cash repatriation, transaction authorization, staff training and conducting surprise checks to ensure that customers get the best in terms of service delivery in accordance to the Bank’s policy, procedures and guidelines. This is done in addition to ensuring that the Branch maintains optimum level of cash in liaison with the Central Cash department. Primary Responsibilities: Authorize teller vouchers within authorized limits in the Core Banking System as they are being processed. Reconcile cash at the end of the day through a...
Read more