Mogo Credit Tanzania - Quality Assurance Analyst

Description

Evaluate inbound and outbound calls using approved evaluation scorecard.
Conduct feedback sessions and provide detailed evaluation actionable feedback.
Monitor compliance with customer service standards and company policies, within the call centre.
Recommend coaching and training requirements.
Participate in side-by-side monitoring sessions when required
Participate in calibration sessions to ensure scoring consistency.
Perform Mystery call to test understanding when there is a new product or need be
Prepare daily, weekly, and monthly QA reports.

Bachelor's Degree or Diploma in Business Administration, Customer Service, Human Resource Management, Communications, or a related field.
At least 1–2 years of experience in Quality Assurance, Customer Service, Call Center Operations, or a similar role.
Experience evaluating inbound and outbound calls using quality monitoring scorecards.
Strong knowledge of call center quality assurance principles and customer service best practices.
Excellent verbal and written communication skills.
Strong analytical skills with the ability to identify trends and areas for improvement.
Ability to provide constructive feedback and coach employees to improve performance.
Experience preparing daily, weekly, and monthly quality assurance reports.
Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
Familiarity with CRM systems, call recording software, and quality monitoring tools.