Quality Assurance Officer at Jiji Kenya
- @TrendyJobbers | HR Outsourcing
- KSh 30,000.00 - KSh 50,000.00 / Monthly Full-time
- Posted 2 months ago
- Apply Before: March 26, 2026
- 0 Application(s)
- View(s) 151
Job Detail
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Job ID 1016029
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Experience 2 Years
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Qualifications Diploma
Job Description
RESPONSIBILITIES
The following are the duties you’ll be responsible for:
- Call monitoring to ensure agents are interacting with customers in accordance to company guidelines while solving the client’s needs
- Agent engagement through conducting training, coaching and mentorship programs so agents fully understand the QA metrics.
- Assist in the preparation of QA documents and distribution to call center agents.
- Conducting call audits to determine areas of improvement and monitoring agents performance as per the QA metrics.
- Conduct comprehensive deep-checks analyses on evaluated sales interactions to uncover recurring performance gaps, identify coaching opportunities, and generate insights that drive continuous quality and sales improvement.
- Plan and schedule QA training,one on one coaching and calibration sessions.
- Assess agents monthly performance by working closely under the supervision of the QA manager.
- Improving overall call center efficiency through constant improvement of agent’s behaviors, sales performance and customer experience through training.
- Compliance monitoring ranging from agents’ communication skills, following scripts, problem-solving ability, sales skills and ensuring customer retention.
- Attend and actively participate in QA meetings.
- Provide weekly reports to the QA Manager on calls audits and recommendations on areas of improvement.
REQUIREMENTS
We believe that you’ll succeed better if you possess the following:
- 2 years and above experience as a QA in a busy outbound call center
- Proficiency in Excel, G-suite, emailing and powerpoint presentation
- Excellent data collection and analysis skills
- Excellent interpersonal skills
- Degree or diploma in any field
BENEFITS
We generally offer a vibrant culture, great work ambiance, and a super-intelligent workforce in a fun working environment to harness the power of innovation. We care a lot about our employees. It’s important that to work efficiently, you need to stay in favorable working conditions.
That’s why we offer you the following benefits:
- Performance-based bonuses: on top of your basic salary, you can earn monthly bonuses tied to your results and quality of work.
- Flexible work arrangements: options for remote work during the week to support work-life balance.
- Professional development: opportunities to grow your skills, gain certifications, and advance into a more senior position.
- Employee recognition programs: awards, public recognition, or sponsored personal trips for outstanding contributions.
- Tools & training support: access to QA tools to help you excel in your role.
- Wellness support: programs to support focus and wellbeing in a detail-oriented role.
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