AI- Quality Analyst (Debt Collection)- Strictly Internal Hiring Only

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark. 

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee. 

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal. 

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya. 

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process. 

Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

Call Auditing & Evaluation:

• Conduct structured call audits across all buckets, sampling calls per bucket each reporting cycle.

• Evaluate calls against scorecard parameters covering compliance, tone, script adherence, and negotiation quality.

• Document system gaps (latency, silence, language inconsistencies) and conversation gaps (script flow, urgency logic, localisation) identified during audits.

• Contribute audit-based insights to the ongoing refinement of QA scorecards and evaluation frameworks.

• AI Agent Performance Monitoring:

• Monitor performance metrics (pickup rates, payment conversion, escalation rates, PTP outcomes) for AI agents within assigned buckets.

• Track performance trends within assigned buckets and flag notable shifts to the AI Operations and Quality Specialist.

• Escalation & PTP Review:

• Review escalated calls to identify trigger points and unresolved conversation gaps.

• Assess Promise-to-Pay commitments secured by AI agents for specificity, urgency, and realism.

• AI-Assisted Quality Monitoring for Human Agents:

• Validate AI-generated QA scores for human agent calls within assigned buckets for accuracy and fairness.

• Identify and escalate inaccurate or biased AI scoring patterns to the AI Operations and Quality Specialist.

• Data Collation & Reporting Support:

• Collate audit findings and scorecard data per bucket to support the AI Operations & Quality reporting framework.

• Maintain accurate records of audit outcomes for use in report generation.

• Flag recurring patterns or anomalies to the AI Operations and Quality Specialist for further investigation.

•  Experience in call quality assurance or call auditing.
• Familiarity with debt collection operations and DPD segmentation.
• Strong attention to detail and analytical skills.
• Ability to work with structured scorecards and evaluation frameworks.
• Good written communication for documenting audit findings.
• Fluent in English and Swahili

• Experience in fintech, lending, debt collection, or financial services.
• Experience working on automation, workflow tools, or operational systems.
• Knowledge of BI tools (e.g., Power BI, Tableau) and low-code platforms.
• Experience with tools such as JIRA, Azure DevOps, or similar.

Work for an International Fintech Group

As part of Eleving Group, you will join a fast-growing international fintech operating across Europe, Africa, and Asia, serving hundreds of thousands of customers.

Global Exposure

• Opportunity to collaborate with international teams across multiple markets
• Exposure to best practices in fintech, lending, and digital operations
• Possibility to contribute to projects that scale beyond Kenya

Career Growth

• Strong focus on professional development and internal career mobility
• Opportunity to lead high-impact strategic initiatives
• Exposure to product, technology, and operational leadership

Dynamic Work Environment

• Work in a fast-paced fintech environment
• Your ideas can quickly turn into real operational improvements
• High level of ownership and autonomy

Competitive Package

• Performance-based incentives
• Opportunities for international collaboration and career growth within the group