Quality Assurance Officer
Jiji
Nairobi, Kenya
Full Time
E-commerce
E-commerce
Published March 12, 2026
Salary:
KSh 30,000 - 50,000
per monthly
Job Description
Oversee call centre quality by monitoring calls, conducting audits, coaching agents, and generating performance insights to enhance sales, compliance, and customer experience in a hybrid full‑time role.
Key Responsibilities
- Call monitoring to ensure agents follow company guidelines and meet client needs.
- Conduct training, coaching, and mentorship programs for agents on QA metrics.
- Prepare and distribute QA documents to call centre agents.
- Conduct call audits to identify improvement areas and monitor agent performance.
- Perform deep‑check analyses on sales interactions to uncover performance gaps, identify coaching opportunities, and generate insights for continuous quality and sales improvement.
- Plan and schedule QA training, one‑on‑one coaching, and calibration sessions.
- Assess agents’ monthly performance under supervision of the QA manager.
- Improve overall call‑centre efficiency through behavior, sales performance, and customer experience improvements.
- Monitor compliance including communication skills, script adherence, problem‑solving, sales skills, and customer retention.
- Attend and actively participate in QA meetings.
- Provide weekly reports to the QA Manager with audit findings and recommendations.
Requirements
- Minimum 2 years experience as a QA in an outbound call centre.
- Proficiency in Excel, G‑suite, email, and PowerPoint.
- Strong data collection and analysis skills.
- Excellent interpersonal skills.
- Degree or diploma in any field.
Preferred Qualifications
- BA/BSc/HND (any field)
- Degree or diploma in any field
Benefits
- Performance‑based bonuses in addition to basic salary.
- Flexible work arrangements, including remote work options.
- Professional development opportunities and certifications.
- Employee recognition programs (awards, public recognition, sponsored trips).
- Access to QA tools and training support.
- Wellness support programs.
How to Apply
Please send your CV and portfolio to hr@jiji.co.ke with the job title “Quality Assurance Officer” as the email subject. Interested and qualified candidates should forward their CV to the same address using the position as the subject.
Ready to Apply?
Contact the company directly to apply for this position.
Job Summary
| Company: | Jiji |
| Location: | Nairobi, Kenya |
| Type: | Full Time |
| Industry: | E-commerce |
| Posted: | 03/12/2026 |