Old Mutual Kenya Quality Assurance Officer Jobs in Kenya

Old Mutual Kenya Quality Assurance Officer Jobs in Kenya;Ensure adherence to Standard Operating Procedures (SOPs), identify process gaps, and formulate mitigation plans to enhance customer outcomes.

Conduct root cause analysis of recurring issues, track performance metrics, and facilitate staff training to improve service quality and efficiency.

Key Tasks and Responsibilities

Oversee the day-to-day activities of the department

Establish and constantly improve operations management and performance monitoring structures in consultation with stakeholders

Compile, track, and ensure timely resolution of customer issues, questions, and complaints

Monitor team productivity and plan improvement efforts

Monitor service calls to observe quality assurance, employee demeanor, technical accuracy, and policy conformity

Review call data to monitor customer experience and related statistics

Regularly review SLAs, TATs, and recommend corrective actions

Ensure data captured meets set quality standards

Set appropriate metrics, analytics, and reporting framework; provide relevant reports to stakeholders

Monitor and report on staff productivity

Propagate a culture of customer care, professionalism, agility, and innovativeness

Promote goodwill and a positive image of the department

Ensure personnel are continuously aware and informed on products, services, customer needs, and company issues

Skills and Competencies

Attention to Detail: Ability to meticulously review processes, documentation, and data to identify discrepancies and ensure compliance

Analytical Skills: Capability to analyze data, trends, and patterns to identify root causes and recommend solutions

Communication Skills: Effective verbal and written communication to convey findings and recommendations clearly

Problem-Solving Abilities: Capacity to evaluate alternatives and implement effective resolutions

Quality Focus: Commitment to maintaining high standards and continuous improvement

Teamwork: Ability to collaborate effectively with colleagues and departments

Time Management: Strong organizational skills to prioritize tasks and meet deadlines

Adaptability: Flexibility to adjust to changing priorities and customer needs

Technical Proficiency: Familiarity with software tools, databases, and quality management

systems

Customer Focus: Understanding of customer expectations and commitment to satisfaction

Knowledge & Experience

Extensive understanding of call centre operations (inbound/outbound handling, escalation, complaint resolution, satisfaction metrics)

Experience in QA methodologies (performance monitoring, audits, continuous improvement strategies)

Strong background in analyzing call metrics and synthesizing data into actionable insights

Working knowledge of SOPs and SLAs with compliance experience

Experience in stakeholder engagement and interdepartmental coordination

Exposure to data reporting and performance dashboards; development and dissemination of QA reports

Familiarity with CRM platforms and call centre technologies (call recording, ticketing, analytics)

Proven ability to support training and coaching initiatives aligned with QA outcomes and business goals

Qualifications

Bachelor’s degree in Business Administration, Management, Communications, Statistics, or related discipline required

Prior experience in a call centre environment, preferably in QA or customer service role

Experience with quality monitoring, auditing, or process improvement initiatives preferred

Understanding of call centre metrics, KPIs, and QA standards required

Strong analytical skills to evaluate data and identify trends

Proficiency in analytical tools and software applications desirable

Ability to work collaboratively with cross-functional teams (agents, supervisors, trainers, IT)

Proficiency in Microsoft Office Suite and quality management systems required; familiarity with CRM systems advantageous

How to Apply

For more information and job application details, see; Old Mutual Kenya Quality Assurance Officer Jobs in Kenya

Find daily jobs in Kenya.Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!