{"id":98278,"date":"2026-06-20T12:39:26","date_gmt":"2026-06-20T12:39:26","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/quality-analyst-manager-customer-experience-engagement\/"},"modified":"2026-06-20T12:39:26","modified_gmt":"2026-06-20T12:39:26","slug":"quality-analyst-manager-customer-experience-engagement","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/quality-analyst-manager-customer-experience-engagement\/","title":{"rendered":"Quality Analyst Manager (Customer Experience &#038; engagement)"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Quality Analyst Manager (Customer Experience & engagement)\", \"description\": \"Purpose of the Role\\nThe Quality Analyst Manager AI & Customer Experience is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI-powered systems. The role combines people leadership, operational oversight, data-driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization.\\nThis position manages a team Quality Analysts, establishes QA frameworks, monitors performance trends, and leads initiatives to improve service quality, AI interaction accuracy, and operational effectiveness.\\nThe ideal candidate is a strong people manager with deep expertise in contact center quality assurance, coaching, analytics, and emerging AI-assisted customer service environments, is an added advantage.\\nKey Focus Areas\\nLead and develop the QA function\\nManage QA analysts, set quality standards, and drive a high-performance culture.\\nOversee AI call quality assurance\\nEvaluate AI-handled interactions for accuracy, tone, compliance, escalation handling, and customer satisfaction.\\nWork with AI QA portal to set variables, check results, flag any process gaps and own the entire ecosystem process from beginning the end.\\nDrive operational improvement\\nUse QA insights and analytics to identify trends, reduce defects, and improve customer experience outcomes.\\nEnsure governance and compliance\\nMaintain adherence to company policies, regulatory requirements, and quality standards across all customer interactions.\\nPartner cross-functionally\\nCollaborate with Operations, Training, Product, and AI\/Automation teams to improve processes and performance.\\nKey Responsibilities\\nLeadership & Team Management\\nLead, mentor, and develop QA analysts.\\nSet performance goals, conduct regular coaching sessions, and manage career development plans.\\nBuild a culture of accountability, continuous learning, and customer-centric quality excellence.\\nManage staffing, scheduling, and workload distribution within the QA function.\\nQuality Strategy & Governance\\nDesign and maintain the QA framework, scorecards, calibration processes, and reporting standards.\\nEnsure consistency and fairness in evaluations across human and AI-handled interactions.\\nLead calibration sessions with Operations and align on quality expectations.\\nMonitor compliance with regulatory, security, and company policies.\\nAI Interaction Quality Oversight\\nEstablish QA standards for AI-handled calls, chats, and automated interactions.\\nReview AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation of appropriateness.\\nIdentify AI performance gaps, recurring customer pain points, and automation risks.\\nPartner with AI\/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness.\\nTrack AI-specific quality metrics and offer improvement feedback where necessary.\\nPerformance Monitoring & Reporting\\nAnalyze QA data to identify trends, root causes, and opportunities for improvement.\\nPrepare and present quality reports, dashboards, and actionable insights to senior leadership.\\nMeasure the impact of coaching, training, and process changes on performance outcomes.\\nDrive initiatives to improve CSAT, FCR, compliance, and overall service quality.\\nTraining & Continuous Improvement\\nCollaborate with Training teams to design targeted learning programs based on QA findings.\\nDevelop best practices, knowledge-sharing sessions, and quality improvement initiatives.\\nChampion continuous improvement methodologies to enhance efficiency and customer experience.\\nWhat you will need:\\nDegree\/Diploma in Business\/Social Science or any other related course.\\nAt least two years relevant experience as QTL or QM\\nExcellent communication and interpersonal skills.\\nStrong analytical & problem-solving skills.\\nAbility to provide constructive feedback in a clear and professional manner.\\nAbility to adapt quickly, work independently & have attention to detail.\\nPrevious work experience with AI quality audit tools\", \"datePosted\": \"2026-06-19\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Mogo Finance\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-15T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Mogo Finance<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-15<\/p>\n<h3>Job Description<\/h3>\n<p>Purpose of the Role<br \/>The Quality Analyst Manager AI &#038; Customer Experience is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI-powered systems. The role combines people leadership, operational oversight, data-driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization.<br \/>This position manages a team Quality Analysts, establishes QA frameworks, monitors performance trends, and leads initiatives to improve service quality, AI interaction accuracy, and operational effectiveness.<br \/>The ideal candidate is a strong people manager with deep expertise in contact center quality assurance, coaching, analytics, and emerging AI-assisted customer service environments, is an added advantage.<br \/>Key Focus Areas<br \/>Lead and develop the QA function<br \/>Manage QA analysts, set quality standards, and drive a high-performance culture.<br \/>Oversee AI call quality assurance<br \/>Evaluate AI-handled interactions for accuracy, tone, compliance, escalation handling, and customer satisfaction.<br \/>Work with AI QA portal to set variables, check results, flag any process gaps and own the entire ecosystem process from beginning the end.<br \/>Drive operational improvement<br \/>Use QA insights and analytics to identify trends, reduce defects, and improve customer experience outcomes.<br \/>Ensure governance and compliance<br \/>Maintain adherence to company policies, regulatory requirements, and quality standards across all customer interactions.<br \/>Partner cross-functionally<br \/>Collaborate with Operations, Training, Product, and AI\/Automation teams to improve processes and performance.<br \/>Key Responsibilities<br \/>Leadership &#038; Team Management<br \/>Lead, mentor, and develop QA analysts.<br \/>Set performance goals, conduct regular coaching sessions, and manage career development plans.<br \/>Build a culture of accountability, continuous learning, and customer-centric quality excellence.<br \/>Manage staffing, scheduling, and workload distribution within the QA function.<br \/>Quality Strategy &#038; Governance<br \/>Design and maintain the QA framework, scorecards, calibration processes, and reporting standards.<br \/>Ensure consistency and fairness in evaluations across human and AI-handled interactions.<br \/>Lead calibration sessions with Operations and align on quality expectations.<br \/>Monitor compliance with regulatory, security, and company policies.<br \/>AI Interaction Quality Oversight<br \/>Establish QA standards for AI-handled calls, chats, and automated interactions.<br \/>Review AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation of appropriateness.<br \/>Identify AI performance gaps, recurring customer pain points, and automation risks.<br \/>Partner with AI\/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness.<br \/>Track AI-specific quality metrics and offer improvement feedback where necessary.<br \/>Performance Monitoring &#038; Reporting<br \/>Analyze QA data to identify trends, root causes, and opportunities for improvement.<br \/>Prepare and present quality reports, dashboards, and actionable insights to senior leadership.<br \/>Measure the impact of coaching, training, and process changes on performance outcomes.<br \/>Drive initiatives to improve CSAT, FCR, compliance, and overall service quality.<br \/>Training &#038; Continuous Improvement<br \/>Collaborate with Training teams to design targeted learning programs based on QA findings.<br \/>Develop best practices, knowledge-sharing sessions, and quality improvement initiatives.<br \/>Champion continuous improvement methodologies to enhance efficiency and customer experience.<br \/>What you will need:<br \/>Degree\/Diploma in Business\/Social Science or any other related course.<br \/>At least two years relevant experience as QTL or QM<br \/>Excellent communication and interpersonal skills.<br \/>Strong analytical &#038; problem-solving skills.<br \/>Ability to provide constructive feedback in a clear and professional manner.<br \/>Ability to adapt quickly, work independently &#038; have attention to detail.<br \/>Previous work experience with AI quality audit tools<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Mogo Finance on talent.sage.hr to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1256606\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-15 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Mogo Finance Location: Nairobi Job Type: Full Time Apply Before: 2026-07-15 Job Description Purpose of the RoleThe Quality Analyst Manager AI &#038; Customer Experience is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI-powered systems. The role combines people leadership, operational oversight, data-driven [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1408,1409],"tags":[1425,1413,1515,1412],"class_list":["post-98278","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-mogo-finance","tag-myjobmag"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/98278","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=98278"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/98278\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=98278"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=98278"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=98278"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}