AI Quality Assurance Analyst Customer Experience

About MOGO Auto Limited

MOGO Auto Limited is part of Eleving Group, a global fintech company operating in 16 countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.

We offer a wide range of products, including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.

With over 400,000 loans issued, we continue to grow rapidly, supported by our nationwide branch network and a user-friendly customer mobile app.We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives.

At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya. We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.

About the Role 

MOGO is looking for an AI Quality Assurance Analyst to ensure that our AI-powered customer interactions are accurate, relevant, compliant, and consistent with MOGO's customer experience standards. You'll evaluate AI interactions across voice, chat, and other automated channels, identify quality and performance gaps, run root-cause analysis, and turn findings into concrete improvements.

You'll sit at the intersection of AI performance, Quality Assurance, Operations, Product, Training, and Customer Experience — helping MOGO move AI QA from simple interaction scoring to real AI performance intelligence.

Key Responsibilities

AI Quality Monitoring & Evaluation

• Conduct regular quality evaluations of AI-generated customer interactions across voice, chat, and digital channels.
• Assess AI interactions against approved QA scorecards, policies, processes, and CX standards.
• Evaluate responses for accuracy, relevance, completeness, clarity, empathy, professionalism, and effectiveness.
• Document system gaps (latency, silence, language inconsistencies, hallucination) and conversation gaps (script flow, urgency logic, localisation) identified during audits.
• Review escalated calls to identify trigger points and unresolved conversation gaps.
• Identify critical errors, misinformation, inappropriate responses, and incorrect customer guidance.

Deep-Dive Analysis & Root Cause Analysis

Calibration, Reporting & Collaboration

• Facilitate or participate in AI QA calibration sessions to keep scoring consistent across evaluators.
• Prepare weekly AI QA performance reports with trend analysis and executive-level insights.
• Partner with AI/Product, Operations, Training, and CX teams on performance gaps.
• Ensure AI interactions comply with MOGO policy, data privacy, and regulatory requirements, escalating risks promptly.

What Success Looks Like

A great AI QA Analyst at MOGO doesn't just ask "Did the AI follow the process?" They can answer:

• Was the AI correct, and did it understand the customer?
• Did it solve the customer's problem — and if not, why?
• How often is this happening, and what's the customer/business impact?
• What needs to change to prevent it from happening again?

Key Performance Indicators

KPI : AI Quality Score :

Measurement : Overall, AI performance against the approved QA scorecard

KPI : AI Accuracy Rate

Measurement : % of interactions where information provided is accurate

KPI : Critical Error Rate

Measurement : % of interactions containing critical customer/business-impacting errors

KPI : AI Resolution Rate

Measurement : % of queries resolved by AI without unnecessary escalation

KPI : Compliance Rate

Measurement : Adherence to MOGO policies, privacy and regulatory requirements

Minimum Qualifications

• Experience in Quality Assurance, Customer Experience or Contact Centre Operations.
• AI Data Annotation & Model Training
• Quality Assurance & Data Validation
• Demonstrated experience analyzing customer interactions and identifying quality/process gaps.
• Strong Excel and data analysis skills, with experience building QA scorecards, reports, or dashboards.

Nice to Have

• Experience working with conversational AI, chatbots, voice bots, Generative AI, or LLMs.
• Experience in financial services, fintech, lending, or telecommunications.
• Experience conducting calibration sessions and root cause analysis.
• Familiarity with Power BI, Tableau, SQL, or other analytics tools.

You Are

• An analytical thinker with exceptional attention to detail and sound judgement.
• A confident communicator who can translate complex findings into clear business recommendations.
• Customer-centric, with strong ownership and accountability.
• Comfortable challenging processes constructively and adapting in a fast-moving AI environment.