Quality Assurance Analyst at Mogo Finance

Mogo View all jobs

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
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 AnalystWhat 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.
Don't Keep Share!:

Jobs in Kenya