Customer Experience Quality Assurance Officer at BURN

Customer Experience Quality Assurance Officer at BURN – BURN Kenya Job Details

About the Role

BURN is recruiting a Customer Experience Quality Assurance Officer to join its team in Nairobi on a full-time basis. This role sits within the customer experience function and focuses on designing, implementing, and overseeing quality assurance programs that elevate agent performance and service standards across all customer touchpoints. The successful candidate will combine deep knowledge of call center operations with hands-on experience in quality assurance and collections to drive measurable improvements in team performance and regulatory compliance.

The Customer Experience Quality Assurance Officer at BURN will report to senior management and work across multiple communication channels—phone, email, and chat—to monitor agent adherence to quality standards, company policies, and industry regulations. This is a hands-on position that requires someone comfortable with data analysis, performance coaching, and the detail-oriented work of quality monitoring in a fast-moving environment. Administration positions in Nairobi at organizations like BURN demand both technical knowledge and strong interpersonal skills.

Key Responsibilities

• Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance, script adherence, and compliance with established quality benchmarks.
• Monitor and evaluate collection calls to ensure agents operate within regulatory requirements, company policies, and industry best practices for debt recovery interactions.
• Track agent performance metrics including script compliance, negotiation effectiveness, and collection call outcomes; use this data to recommend targeted coaching and process improvements.
• Provide timely, constructive feedback to agents based on quality monitoring findings, identifying both strengths to reinforce and specific areas requiring development.
• Analyze quality monitoring data and customer feedback to identify performance trends, recurring compliance issues, and customer satisfaction patterns; conduct daily Know Your Customer (KYC) checks and report findings to the Agent Care Support team.
• Facilitate calibration and feedback sessions with agents to address performance gaps and strengthen the overall customer experience delivery.
• Maintain awareness of regulatory requirements and industry standards for customer interactions and collections; ensure agents meet all compliance obligations.
• Identify training needs across the team and develop training materials and programs to close skill gaps and improve agent performance in customer interactions and collections work.
• Ensure all calls are recorded, archived, and remain retrievable according to company requirements and regulatory standards.
• Review customer complaints, feedback, and satisfaction survey data to identify recurring service issues and recommend corrective actions.
• Develop protocols and procedures for managing escalated customer complaints, working to resolve issues promptly and maintain customer satisfaction.
• Provide leadership, guidance, and support to the quality assurance team, promoting a culture of continuous learning, collaboration, and accountability.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Communication, or a related field.
• Proven experience working in call center operations, with documented focus on quality assurance and performance management.
• Fluency in both English and French (mandatory for this Customer Experience Quality Assurance Officer at BURN role).
• Strong analytical ability to interpret quality monitoring data, identify trends, and draw actionable conclusions from performance metrics.
• Excellent written and verbal communication skills, with the ability to deliver feedback clearly and constructively to agents at all levels.
• Detail-oriented approach to work with demonstrated commitment to accuracy, precision, and compliance in quality assurance.
• Hands-on proficiency with call center technologies, quality assurance platforms, and call recording and management systems.
• Working knowledge of industry regulations and compliance requirements relevant to customer service and collections operations.
• Ability to manage multiple priorities simultaneously and work effectively in a high-volume, time-sensitive environment.

What to Expect

• You will work in a structured quality assurance function within a growing organization, balancing monitoring responsibilities with coaching and development activities.
• The role requires regular interaction with call center agents, support teams, and management; success depends on clear communication and the ability to deliver feedback that drives genuine performance improvement.
• This Customer Experience Quality Assurance Officer at BURN position in Nairobi is open to qualified candidates on a rolling basis. Click Apply below to submit your application.