Quality Assurance Analyst at Mwananchi Credit Ltd

Role Summary:

The Quality Assurance Analyst is responsible for monitoring and evaluating communication to ensure adherence to company policies, procedures, and quality standards for Mwananchi Credit Limited.

Qualifications:

• The incumbent must hold a Bachelor’s degree in Business Management, Communications or a related field.
• Minimum of 3 years of proven experience in a Quality Assurance Analyst role, preferably with leadership responsibilities.
• Computer literacy and proficiency.
• Previous experience in a Call Center setup.

Desired Skills:

• Listening skills – Listen to recorded or live calls to assess the quality of customer interactions.
• Knowledgeable – Assist in the development and implementation of quality assurance policies and pro- cedures.
• Multitasking – Following up on quality for outbound and inbound calls.
• Problem-solving – Establishing procedures and scenarios for quality control.
• Teamwork – Work closely with the leadership to address quality issues and support performance impro- vement initiatives.
• Informative – Stay updated on changes in regulations and best practices in customer service.
• Evaluate calls based on predefined criteria, including adherence to scripts, accuracy of information pro- vided, and overall customer service skills.