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Kiambu, Ruaka, 29/03
19 views
Call Center Qa Officer
Job Type
Full-Time
Employment Status
Employed
Gender
Male
Marital Status
Single
Age
26
Previous Work Experience
4G-CAPITAL
Call center Control Agent
Nov 2023 - Now
Education
Graduate , Bachelor of arts in economics and mathematics
Still Studying
No
Skills
Call Monitoring & Evaluation
Quality Scorecard Development
Call Auditing & Compliance Checks
Root Cause Analysis
Performance Calibration & Standardization
Continuous Improvement Processes
Customer Journey Analysis
Voice of Customer Analysis
Service Quality Benchmarking
Handling Escalations & Complaint Trends
First Call Resolution Optimization
Data Analysis
KPI Tracking
Trend Analysis & Performance Insights
Quality Reporting & Feedback Loops
Basic SQL / Data Extraction
Agent Feedback & Coaching
Training Needs Analysis
Performance Improvement Plans
Call Review Sessions & Mentorship
Soft Skills Coaching
Regulatory Compliance Monitoring
Adherence to SOPs & Scripts
Data Protection & Confidentiality
Fraud Detection Awareness
Audit Documentation
Attention to Detail
Analytical Thinking
Strong Communication
Objectivity & Fair Judgment
Problem-Solving
Time Management & Organization
Languages
Kiswahili,Luhya and English
Highest Qualification
Degree
References
Elias Khaemba
Elias.khaemba@4G_capital.con
I have a background in Economics and Mathematics, with professional experience in data analysis, risk assessment, and client interaction. Currently, I work as a Control Agent at 4G Capital, where I assess client performance, monitor loan portfolios, and ensure compliance with internal standards. This role has strengthened my attention to detail, analytical thinking, and ability to identify patterns—skills that are directly relevant to quality assurance.
I also have strong technical skills in Excel, Python, and data analysis, which I use to generate insights and support decision-making. I am particularly interested in QA because it combines data, process improvement, and customer experience. I enjoy evaluating performance, identifying gaps, and providing structured feedback that improves service quality.
Beyond my professional work, I have led community initiatives and participated in programs like the Peace Gong Fellowship, which have strengthened my communication, teamwork, and stakeholder engagement skills.
Overall, I bring a balance of analytical rigor, compliance awareness, and a strong focus on continuous improvement, which I believe are essential for a successful QA Analyst.
KSh45,000 - 60,000
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