Quality Assuarance Analyst (Device Financing)

Mogo Kenya is revolutionizing financial access. By offering a dynamic suite of products that includes boda boda financing, car logbook loans, and smartphone loans, we leverage a nationwide network of 90+ branches to put capital into the hands of traditionally underserved communities. Backed by Eleving Group - a global fintech spanning Europe, Africa, and Asia -we are on a mission to drive sustainable financial inclusion.

This is an exciting time to join. We move fast, think big, and give real ownership to the people who drive our growth. If you want to build and scale financial products that change lives, this is the place to do it.

• Conduct routine call audits and document findings, highlighting both strengths and areas requiring improvement.
• Create detailed evaluation reports that include performance metrics, trends, and actionable insights.
• Provide regular performance updates to DC Team leaders and DC Manager on the recurring issues or notable patterns.
• Offer constructive feedback and coaching to agents based on call assessment results to enhance customer interaction and overall performance.
• Collaborate with DC manager and team leaders to identify skill gaps and training needs.
• Support the development of training materials and facilitate sessions aimed at improving agents’ competencies and understanding of debt collection procedures.
• Develop effective performance assessments using appropriate measurement indicators.
• Conduct group training sessions and one-on-one coaching with call center agents.
• Analyze key performance indicators (KPIs) to identify trends, performance gaps, and opportunities for improvement.
• Establish and maintain standards for customer interactions and oversee the implementation of monitoring programs.

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

• Minimum of two years of relevant experience.

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Good understanding of debt collection processes.

• Ability to deliver constructive feedback clearly and professionally.

• Highly adaptable, detail-oriented, and capable of working independently

Feel Good

• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

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