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Job Summary
Job Title:
Call Center Quality Assurance & Training Officer
Employer:
MOGO Auto Limited
Location:
Country:
Contract Type:
Full Time
Job Category:
Administrative and Office Support
Number of Positions:
1
Deadline:
Thursday, 31 July 2025
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About the Organisation
MOGO Auto Limited is part of Eleving Group, an international fintech company operating in 16 countries across 3 continents. Since entering the Kenyan market in 2019, MOGO has empowered thousands through flexible and innovative vehicle financing solutions, including car, motorcycle, tuk-tuk, and electric vehicle loans. With a mission to facilitate upward social mobility, MOGO prides itself on fast processing, affordable repayment plans, and inclusive financial access—backed by data-driven strategies and a customer-first approach.
Call Center Quality Assurance & Training Officer (Internal Hire Only) | Apply Now
Kenya
Are you looking for Management jobs in Uganda 2025 today? then you might be interested in Call Center Quality Assurance & Training Officer (Internal Hire Only)
Full Time
Deadline:
31 Jul 2025
Job Title
Call Center Quality Assurance & Training Officer (Internal Hire Only)
MOGO Auto Limited
Job Description
The Call Center Quality Assurance & Training Officer will be responsible for conducting regular audits, analyzing agent performance, delivering coaching, and collaborating with management to drive improvements. The successful candidate will identify gaps, provide actionable feedback, and lead targeted training sessions to elevate customer service standards. This role requires strong data analysis, reporting skills, and a deep understanding of call center operations and customer engagement best practices.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Conduct regular call audits to assess quality, compliance, and adherence to service standards.
Document findings and prepare detailed reports highlighting performance metrics and trends.
Present insights and recommendations to the Head of Department and Customer Service Manager.
Deliver structured feedback and coaching to customer service agents.
Partner with team leads and supervisors to address training gaps.
Design and implement customized training programs based on performance data.
Facilitate one-on-one and group training sessions to improve skills and service delivery.
Drive continuous improvement initiatives using KPIs and data insights.
Establish quality assurance frameworks to standardize customer engagement.
Support the development of a high-performance customer service culture.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Minimum Qualifications:
Degree or Diploma in Business, Social Sciences, or related field.
Experience:
Minimum of 2 years of experience in quality assurance, training, or call center operations.
Preferably within customer service or financial services environments.
Skills and Competencies:
Strong data analysis and reporting skills.
Excellent communication and interpersonal skills.
Sound knowledge of customer service best practices.
Ability to coach, train, and mentor agents constructively.
Self-driven, detail-oriented, and well-organized.
Comfortable working in a fast-paced, dynamic environment.
