Quality Assurance Manager – Customer Operations

Operations

K sh 140,000 – 240,000 gross / month

Openings: 1 Location: Nairobi – Kilimani (Ngong Rd) Overview: Our client is looking for a QA Manager who doesn’t just tick boxes but actually raises the bar across chat, voice, and email for a fast-moving digital services company in Kilimani. You’ll design rubrics, coach the coaches, and translate QA data into actionable skill plans that make agents shine and customers happier. This is a hands-on gig: think calibration sessions, heatmaps, pilot scripts, and knowledge base updates. If you love turning feedback into measurable wins and enjoy being the go-to for quality, this role puts you in the driver’s seat of service excellence. Key Responsibilities: - Build channel-specific QA rubrics and calibration routines. - Score calls/chats; publish heatmaps and targeted coaching plans. - Own VoC program; link QA to CSAT/NPS and churn drivers. - Run pilot scripts, macros, and knowledge base updates. - Coordinate with WFM on skill-based routing. Education & Experience: - BCom/BA (PPM/Comms); 4–6 years in QA leadership. Skills & Tools: - QA platforms, speech/text analytics, Excel/BI, coaching frameworks. KPIs: - QA pass rate, rework/after-call work, CSAT/NPS, calibration drift. Compensation (Kenya): KES 140,000–240,000 + annual bonus. Figures are client estimates and may vary depending on experience. Benefits: - Medical, phone/data, training. Growth Path: - Senior QA Manager → Customer Experience Lead → Head of CX. Ideal hierarchy and expected promotion cycle.