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Job Summary
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RTO Quality Auditor (Customer Service / Call Centre) job at HCS Affiliates Group (for a client in on-demand courier services) | Apply Now
Are you looking for Auditor jobs in Kenya 2025 today? then you might be interested in RTO Quality Auditor (Customer Service / Call Centre) job at HCS Affiliates Group (for a client in on-demand courier services)
About the Organisation
HCS Affiliates Group is a human resources and management consultancy organization headquartered in Nairobi, Kenya. The company provides expert solutions in HR consulting, recruitment, and organizational development to businesses across various industries.
HCS Affiliates Group is a one-stop human resources and management consultancy headquartered in Nairobi, Kenya. The firm recruits on behalf of clients across East Africa, including high-growth logistics and technology companies.
Nairobi, Kenya
Full Time
Job Title
RTO Quality Auditor (Customer Service / Call Centre) job at HCS Affiliates Group (for a client in on-demand courier services)
HCS Affiliates Group (for a client in on-demand courier services)
Job Description
The RTO Quality Auditor will plan and execute audits on return-to-origin (RTO) and related customer care workflows, monitor quality metrics, and recommend corrective actions. You will interpret company quality standards, apply sampling procedures, and prepare clear reports for hub supervision and HQ. A key part of the role is identifying coaching needs, providing feedback to supervisors, supporting calibration sessions, and assisting the Operations Control Centre (OCC) when required. You will collaborate closely with operations and customer support teams to improve agent efficiency, accuracy, and adherence, while documenting trends and driving process improvements.
Duties, Roles and Responsibilities
Plan, perform, and oversee audits on RTO processes to ensure quality deliverables.
Analyse quality results; present solutions and improvements to the Hub Supervisor.
Interpret and enforce company quality standards; apply sampling and data-collection guidelines.
Detect coaching needs; provide coaching inputs to Supervisors and client HQ to maximise agent efficiency and quality.
Prepare and deliver quality audit reports and action trackers.
Support the OCC team as needed and handle related operational tasks.
Participate in calibration sessions and continuous improvement initiatives.
Perform any other tasks related to operations and service quality.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s degree (BA/BSc/HND) or equivalent.
Minimum 2 years’ experience in a customer service or call centre setup (quality assurance/auditing preferred).
Proven attention to detail, problem-solving and decision-making abilities.
Ability to lead, motivate, and coach teams; strong organisational and project management skills.
Excellent communication and interpersonal skills.
Proficiency with quality assurance software/tools and reporting (e.g., QA scorecards, sampling, calibration).
How to Apply
Email your application letter, expected salary, and detailed CV (with daytime telephone number) to jobs1@hcsaffiliatesgroup.com with the subject line: RTO QUALITY AUDITOR.
Only shortlisted candidates will be contacted.
