Call Center Quality Assurance & Training Officer – (Internal hire 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.

Main Responsibilities:

• Conduct regular call audits and evaluations to assess the quality of customer interactions, adherence to company standards, and regulatory compliance.

• Document call findings comprehensively, highlighting both strengths and areas requiring improvement.

• Prepare detailed performance reports based on call evaluations—outlining key metrics, agent trends, root cause analysis, and actionable feedback.

• Collaborate closely with the Head of Department (HOD) and Customer Service Manager to present timely updates on agent performance, identifying recurring issues and recommending corrective actions.

• Deliver structured feedback and coaching to agents aimed at improving service quality, compliance, and customer experience.

• Partner with team leaders and supervisors to identify training gaps and skill development opportunities.

• Support in the design, development, and delivery of training materials tailored to enhance agent capabilities, with a focus on customer service excellence.

• Utilize performance data and KPIs to drive data-driven decision-making and continuous improvement within the call centre.

• Conduct regular one-on-one and group training/coaching sessions, targeting specific weaknesses identified through audits or performance trends.

• Establish and maintain standards governing customer engagement, and implement effective monitoring and quality assurance frameworks.

                         QUALIFICATIONS:

• Degree or Diploma in Business, Social Sciences, or a related field.

• Minimum of 2 years of relevant experience in quality assurance, training, or call centre operations—preferably in customer service or financial services.

• Strong proficiency in data analysis, with the ability to extract insights from large datasets to inform performance improvement strategies.

• Excellent reporting skills, with a proven ability to communicate findings effectively to senior management (HOD, Customer Service Manager).

• Strong understanding of customer service processes and practices.

• Exceptional interpersonal and communication skills, with the ability to provide clear, constructive, and professional feedback.

• Highly organized, self-driven, and adaptable, with keen attention to detail.

Feel Good

• a competitive salary
• a friendly and dynamic work environment
• an excellent well-being program:
• health insurance (after probation period)
• pension scheme (after probation period)
• active social life and events

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities