Mogo Finance Quality Analyst Manager (Customer Experience & engagement) Jobs in Kenya




Mogo Finance Quality Analyst Manager (Customer Experience & engagement) Jobs in Kenya; The Quality Analyst Manager (AI & Customer Experience) is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI‑powered systems. The role combines people leadership, operational oversight, data‑driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization.

This position manages a team of Quality Analysts, establishes QA frameworks, monitors performance trends, and leads initiatives to improve service quality, AI interaction accuracy, and operational effectiveness.

The ideal candidate is a strong people manager with deep expertise in contact center quality assurance, coaching, analytics, and emerging AI‑assisted customer service environments.

Key Focus Areas

Lead and Develop the QA Function

  • Manage QA analysts, set quality standards, and drive a high‑performance culture.

    Oversee AI Call Quality Assurance

  • Evaluate AI‑handled interactions for accuracy, tone, compliance, escalation handling, and customer satisfaction.

  • Work with AI QA portal to set variables, check results, flag process gaps, and own the entire ecosystem process end‑to‑end.

    Drive Operational Improvement

  • Use QA insights and analytics to identify trends, reduce defects, and improve customer experience outcomes.

    Ensure Governance and Compliance

  • Maintain adherence to company policies, regulatory requirements, and quality standards across all customer interactions.

    Partner Cross‑Functionally

  • Collaborate with Operations, Training, Product, and AI/Automation teams to improve processes and performance.

    Key Responsibilities

    Leadership & Team Management

  • Lead, mentor, and develop QA analysts.

  • Set performance goals, conduct regular coaching sessions, and manage career development plans.

  • Build a culture of accountability, continuous learning, and customer‑centric quality excellence.

  • Manage staffing, scheduling, and workload distribution within the QA function.

    Quality Strategy & Governance

  • Design and maintain the QA framework, scorecards, calibration processes, and reporting standards.

  • Ensure consistency and fairness in evaluations across human and AI‑handled interactions.

  • Lead calibration sessions with Operations and align on quality expectations.

  • Monitor compliance with regulatory, security, and company policies.

    AI Interaction Quality Oversight

  • Establish QA standards for AI‑handled calls, chats, and automated interactions.

  • Review AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation appropriateness.

  • Identify AI performance gaps, recurring customer pain points, and automation risks.

  • Partner with AI/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness.

  • Track AI‑specific quality metrics and offer improvement feedback where necessary.

    Performance Monitoring & Reporting

  • Analyze QA data to identify trends, root causes, and opportunities for improvement.

  • Prepare and present quality reports, dashboards, and actionable insights to senior leadership.

  • Measure the impact of coaching, training, and process changes on performance outcomes.

  • Drive initiatives to improve CSAT, FCR, compliance, and overall service quality.

    Training & Continuous Improvement

  • Collaborate with Training teams to design targeted learning programs based on QA findings.

  • Develop best practices, knowledge‑sharing sessions, and quality improvement initiatives.

  • Champion continuous improvement methodologies to enhance efficiency and customer experience.

    What You Will Need

  • Degree/Diploma in Business/Social Science or any other related course.

  • At least two years relevant experience as QTL or QM.

  • Excellent communication and interpersonal skills.

  • Strong analytical and problem‑solving skills.

  • Ability to provide constructive feedback in a clear and professional manner.

  • Ability to adapt quickly, work independently, and have attention to detail.

  • Previous work experience with AI quality audit tools.

    How to apply

    For more information and job application details, see; Mogo Finance Quality Analyst Manager (Customer Experience & engagement) Jobs in Kenya

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