Teleperformance Kenya
Teleperformance Kenya is hiring Quality Assurance Analysts, Customer Service Supervisors, and Trainers for their Nairobi operations on a rolling basis. These full time job opportunities in Kenya span entry-level to mid-level positions across quality assurance, team leadership, and employee development functions. Job seekers with relevant BPO experience and the required qualifications can apply for these roles in Kenya to join a global business process outsourcing organization.
📋 Job Overview
- Category: Call Center Jobs
- Job Type: Full Time Jobs
- Location: Nairobi
- Company: Teleperformance Kenya
- Application Deadline: Rolling basis
- Last Updated: March 27, 2026
Teleperformance Kenya Jobs (Nairobi) – QA Analyst, Supervisor & Trainer Roles – Teleperformance Kenya Kenya Job Details
1. Quality Assurance Analyst I (Entry Level – 2 Years Experience)
Job Purpose
Monitor and improve customer interaction quality by auditing calls, analyzing trends, and coaching agents to meet performance and compliance standards.
Key Responsibilities
- Conduct call and transaction audits based on defined quality metrics
- Analyze performance trends and identify service gaps affecting CX
- Provide structured coaching and feedback to agents and team leaders
- Ensure compliance with data protection and company standards
- Track and report quality scores using QA tools and dashboards
- Identify escalation trends and close knowledge gaps through feedback
- Participate in calibration sessions and team briefings
- Prepare daily, weekly, and monthly quality performance reports
Requirements
- Diploma or Degree in any field
- Minimum 2 years’ experience in BPO or service delivery environment
- Strong analytical and reporting skills
- Excellent communication and feedback delivery skills
- Proficiency in Excel, Word, PowerPoint
- Understanding of QA metrics and customer support KPIs
Apply Here
2. Customer Service Supervisor (Mid-Level – 4 Years Experience)
Job Purpose
Lead customer service teams to achieve performance targets, ensure SLA compliance, and drive operational excellence.
Key Responsibilities
- Manage team performance and ensure achievement of SLAs and KPIs
- Provide real-time coaching, feedback, and performance evaluations
- Identify performance gaps and implement corrective actions
- Maintain strong client communication and stakeholder alignment
- Ensure compliance with operational policies and procedures
- Monitor systems for effective staff utilization and productivity
- Resolve escalations and report issues to Operations Manager
- Drive continuous improvement in processes and service delivery
Requirements
- Degree in any related field
- Minimum 4 years’ experience in customer service (2 years in leadership)
- Strong leadership and team management skills
- Excellent communication and conflict resolution abilities
- Proficiency in MS Office tools
Apply Here
3. Trainer I (Entry Level – 2 Years Experience)
Job Purpose
Deliver onboarding and continuous training programs to enhance employee performance and close knowledge gaps.
Key Responsibilities
- Conduct onboarding and upskilling training sessions for CSRs
- Develop and update training materials and learning content
- Evaluate training effectiveness and prepare performance reports
- Identify skill gaps through data analysis and performance tracking
- Facilitate engaging learning sessions and coaching programs
- Support new hires during onboarding and nesting phases
- Conduct refresher trainings based on performance trends
- Participate in calibration sessions and frontline operations
Requirements
- Degree/Diploma in HR, Education, Communication, or related field
- Minimum 2 years’ experience in training (preferably BPO)
- Strong facilitation, mentoring, and presentation skills
- Excellent communication and interpersonal skills
- Proficiency in MS Office
Apply Here
Why Work at Teleperformance Kenya?
- Global BPO exposure 🌍
- Strong career growth opportunities
- Structured training & leadership development
- Dynamic, high-performance work environment
🎯 How to Apply
❓ Frequently Asked Questions
To apply for the Quality Assurance Analyst position in this job jobs in Kenya listing, you need a Diploma or Degree in any field along with a minimum of 2 years' experience in a BPO or service delivery environment. The Teleperformance Kenya Jobs (Nairobi) – QA Analyst, Supervisor & Trainer Roles job in Kenya also requires strong analytical skills, proficiency in Excel and MS Office, and a solid understanding of QA metrics and customer support KPIs.
The Customer Service Supervisor role requires a minimum of 4 years' experience in customer service, with at least 2 years in a leadership capacity. When you apply for the Teleperformance Kenya Jobs (Nairobi) – QA Analyst, Supervisor & Trainer Roles Kenya, this mid-level position demands strong team management capabilities, excellent communication skills, and the ability to manage performance targets and SLA compliance across customer service teams.
Job jobs in Kenya for the Trainer I position require a Degree or Diploma in HR, Education, Communication, or a related field, plus a minimum of 2 years' training experience, preferably in a BPO environment. To apply for Teleperformance Kenya Jobs Kenya in this role, you should demonstrate strong facilitation and presentation skills, excellent interpersonal abilities, and proficiency in MS Office tools for developing and delivering training programs.
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