Quality Assurance Officer at Mombo Sacco

ABOUT MOMBO SACCO

Mombo Sacco is a fast-growing savings and credit cooperative helping members build financial security through smart savings, affordable loans, and digital money tools. We are building toward Ksh 1 billion in assets by 2030 — and our people are the engine behind that growth.

THE ROLE

• As a Quality Assurance Officer, you will coach and supervise a team of six front-line staff — helping them serve Mombo Sacco members well, hit their daily targets, and grow their skills month on month.
• You will work alongside a second QA Officer, and together you will lead a weekly team meeting with the broader 18-person Relationship Management team — tracking performance, celebrating wins, and putting support in place where it’s needed.

WHAT YOU WILL DO

• Coach your team daily. Review every customer interaction your six direct reports complete, give them specific feedback, and help them improve week by week.
• Drive results. Each team member has daily targets — new accounts, customer payments, savings deposits. You keep them on track and step in early when someone falls behind.
• Lead the weekly team meeting. You and the other QA Officer take turns chairing a 45-minute meeting with the full team. You review the week’s numbers, hold people accountable to their commitments, and help the group problem-solve together.
• Track monthly progress. Every team member works toward a monthly performance score. You monitor their progress week by week and flag anyone who needs extra support before the month runs out.
• Report to management. You send a daily update and a monthly performance report to the Performance Optimisation Officer (your direct manager).

WHO WE ARE LOOKING FOR

You do not need to be perfect — but you do need to be the kind of person who takes performance seriously, genuinely enjoys developing others, and can hold a team accountable with both firmness and encouragement.

• Experience. At least 2 years working in a Sacco, microfinance institution, or bank — ideally in a customer-facing or supervisory role.
• People skills. You know how to give feedback that actually changes behaviour, not just feedback that sounds good.
• Numbers comfort. You are comfortable reading daily performance data from a spreadsheet and acting on what it tells you.
• Communication. You write clearly, speak confidently in a group, and can chair a meeting that starts and ends on time.
• Education. A diploma or degree in Business, Finance, or a related field — or equivalent experience that demonstrates the same level of capability.

WHAT WE OFFER

• Competitive salary commensurate with experience.
• Monthly performance commission — no cap. High performers earn meaningfully above their base salary every month.
• Full training provided. We will teach you our systems, products, and ways of working. You bring the people skills; we provide the rest.
• Real career growth. Mombo is growing fast. Strong performers are first in line for senior roles as the organisation expands.
• A culture that rewards results, not years on the job.