ICEA Lion Group, one of Kenya’s most trusted financial services organizations, is looking for a Quality Assurance Officer to join its team in Nairobi. This role is perfect for a detail-oriented professional passionate about enhancing service delivery and maintaining high-quality customer engagement standards.
Key Responsibilities
1. Quality Assurance & Compliance
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Audit and evaluate customer interactions across all contact channels including calls and emails.
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Monitor the consistency of service delivery to ensure compliance with company standards.
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Identify areas for improvement and collaborate with various departments to implement corrective actions that strengthen the customer journey.
2. Training & Coaching
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Conduct training needs assessments (TNA) to identify performance gaps among staff.
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Deliver training sessions and one-on-one coaching to improve customer service and problem-solving capabilities.
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Assist team members in real time during customer interactions to ensure professional and effective responses.
3. Operational Excellence
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Monitor service level adherence, call queues, and daily operations to ensure targets are met.
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Recommend process enhancements to improve operational efficiency.
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Regularly update standard operating procedures (SOPs) to reflect best practices and compliance requirements.
4. Reporting & Analysis
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Generate reports on quality trends, staff performance, and key improvement areas.
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Track and analyze data to measure the success of implemented quality initiatives.
Qualifications and Skills
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Bachelor’s degree in a relevant field (Business, Communications, or related).
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Strong analytical and problem-solving skills.
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Proficiency with CRM and contact center systems.
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Knowledge of QA frameworks and contact center KPIs.
📍 Location: Nairobi, Kenya
💼 Job Type: Full-time
If you have a passion for excellence and a keen eye for detail, ICEA Lion Group welcomes you to apply and become part of a dynamic team redefining customer experience.
👉 Apply Now: ICEA Lion Group Careers
