M-KOPA Solar Mobility Quality Analyst Jobs in Kenya
Job Summary
Monitor, evaluate and improve customer service quality across multiple customer support channels including calls, chats and social media interactions.
Assess agent performance, identify service improvement opportunities and support coaching initiatives that enhance customer experience, compliance and operational excellence.
Provide quality assurance oversight within the mobility business while supporting performance improvement and customer satisfaction objectives.
Report directly to the Customer Care Manager.
Key Responsibilities
Quality Assurance & Evaluation
Conduct comprehensive quality reviews of customer interactions across calls, chats and social media platforms.
Evaluate customer support agents against established quality standards, KPIs and compliance requirements.
Review ride disputes, service cancellations, safety incidents and escalated customer concerns.
Monitor adherence to company policies, scripts, procedures and service guidelines.
Participate in calibration sessions with team leaders to ensure consistency and fairness in quality assessments.
Performance Monitoring & Reporting
Analyze quality metrics and performance trends to identify patterns, risks and improvement opportunities.
Prepare detailed quality scorecards and performance evaluation reports.
Track and report on customer service performance indicators including:
Customer Satisfaction Score (CSAT)
First Contact Resolution (FCR)
Average Handling Time (AHT)
Compliance Rates
Quality Assurance Scores
Provide data-driven recommendations to improve customer experience and operational performance.
Support management decision-making through performance analysis and reporting.
Coaching & Training Support
Deliver constructive feedback to customer service agents through one-on-one coaching sessions.
Identify knowledge and skill gaps affecting service quality.
Develop and recommend training materials based on quality assessment findings.
Support continuous learning and performance improvement initiatives within customer care teams.
Work closely with team leaders to improve coaching effectiveness and service delivery standards.
Process Improvement & Operational Support
Collaborate with operations teams to improve quality assurance frameworks and evaluation methodologies.
Support root-cause analysis for recurring customer experience and service quality issues.
Recommend process enhancements that improve efficiency, compliance and customer satisfaction.
Contribute to continuous improvement of quality assurance practices within the mobility business.
Monitor implementation of corrective actions and improvement initiatives.
Qualifications
Bachelor's
Degree or equivalent qualification in a relevant field.
Training in Customer Experience, Quality Assurance or Contact Centre Operations is an added advantage.
Experience
Minimum two (2) years of experience in Quality Assurance within a contact centre environment.
Experience in mobility, ride-sharing, transportation or on-demand services is preferred.
Background in customer service operations, quality monitoring or agent coaching is an added advantage.
Experience evaluating customer interactions and performance metrics within service environments.
Technical Skills
Contact Centre Quality Assurance.
Customer Experience Evaluation.
Performance Monitoring and Reporting.
Contact Centre KPI Analysis.
Quality Scorecard Development.
Root Cause Analysis.
Agent Coaching and Feedback Delivery.
Customer Service Process Improvement.
Compliance Monitoring.
Data Analysis and Reporting.
Multi-Channel Customer Support Assessment.
Customer Satisfaction Measurement.
Key Competencies
Analytical and Problem-Solving Skills.
Attention to Detail and Accuracy.
Coaching and Mentoring Ability.
Communication and Interpersonal Skills.
Report Writing and Presentation Skills.
Customer-Centric Mindset.
Collaboration and Teamwork.
Decision-Making and Sound Judgment.
Adaptability and Continuous Improvement.
Accountability and Professionalism.
Personal Attributes
Detail-oriented and quality-focused.
Strong analytical thinker capable of translating data into actionable insights.
Excellent written and verbal communication skills.
Constructive and supportive when providing feedback.
Collaborative team player who works effectively across departments.
Committed to improving customer experiences and operational excellence.
Able to manage multiple priorities and meet deadlines effectively.
Working Conditions
Onsite role based in Nairobi.
Reports directly to the Customer Care Manager.
How to apply
For more information and job application details, see; M-KOPA Solar Mobility Quality Analyst Jobs in Kenya
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