2 Quality Assurance & Reporting Assistant – 1-Year Fixed-Term Contract – Nairobi, Kenya

Quality Assurance & Reporting Assistant – 1-Year Fixed-Term Contract – Nairobi, Kenya

ESSENTIAL JOB DETAILS

• Position: Quality Assurance & Reporting Assistant
• Location: Nairobi, Kenya
• Job Type: 1-Year Fixed-Term Contract
• Organization: Britam
• Number of Openings: 2
• Shift: Day Job
• Posting Date: 03-03-2025
• Application Deadline: 05-03-2025
• Job Level: Entry Level
• Contract Type: Full-Time

INTRODUCTION

Are you passionate about quality assurance and customer experience? Do you thrive in a fast-paced environment where service excellence and data-driven decision-making are key? If so, this role is for you. The Quality Assurance & Reporting Assistant will play a crucial role in monitoring and evaluating customer interactions, ensuring compliance with service standards, and supporting continuous improvement initiatives. This is an opportunity to gain valuable experience while contributing to a leading organization in the Kenyan financial sector.

ABOUT BRITAM

Britam is a leading diversified financial services group operating in Kenya and across the East African region. With a strong commitment to innovation and customer-centric solutions, Britam provides insurance, asset management, and other financial services designed to enhance the lives of individuals and businesses. The company fosters a dynamic work environment that values integrity, teamwork, and continuous learning.

KEY RESPONSIBILITIES

• Monitor Service Quality: Evaluate customer interactions across the contact center and omnichannel platforms to ensure compliance with company standards.
• Performance Analytics: Generate and analyze reports on SLA, AHT, CSAT, and NPS, identifying trends and improvement areas.
• Customer Feedback Management: Design, distribute, and manage customer satisfaction and feedback surveys to gather insights and enhance service delivery.
• Trend Analysis: Assess survey responses to pinpoint recurring customer pain points and areas requiring intervention.
• Compliance Audits: Conduct regular service audits to ensure adherence to company policies and regulatory requirements.
• Process Improvement: Provide actionable recommendations to management for enhancing customer experiences.
• Performance Tracking: Monitor the implementation of quality initiatives and track their effectiveness over time.
• Agent Support & Training: Identify performance gaps among agents and collaborate with training teams to develop targeted coaching strategies.
• Documentation & Record-Keeping: Maintain accurate reports on quality evaluations, survey outcomes, and corrective actions taken.
• Cross-Departmental Collaboration: Work closely with operational, training, and management teams to align goals and drive continuous improvement initiatives.

QUALIFICATIONS AND SKILLS

Education and Experience:

• University degree in a social science or business-related field.
• Relevant experience in a call center and/or customer service environment.

Technical and Functional Competencies:

• Strong analytical skills with the ability to interpret complex data and generate insights.
• Proficiency in Microsoft Office Suite, especially Excel, Word, and PowerPoint.
• Ability to handle sensitive and confidential information discreetly.
• Strong organizational skills, ability to prioritize tasks, and meet deadlines.
• Excellent communication and presentation skills.
• Experience in records management and reporting.
• Familiarity with customer service metrics such as CSAT, NPS, SLA, and AHT.
• Problem-solving and critical-thinking skills.
• Strong attention to detail and accuracy.

COMPANY CULTURE AND VALUES

At Britam, we believe in fostering a workplace culture that emphasizes:

• Integrity: We uphold the highest standards of professionalism and ethics.
• Customer-Centricity: Our clients’ needs and experiences drive our decision-making.
• Innovation: We embrace new technologies and strategies to enhance service delivery.
• Teamwork: Collaboration across departments ensures optimal outcomes for our clients.
• Continuous Learning: Employees are encouraged to grow and develop within their careers.

HOW TO APPLY

Interested candidates should apply by following this link: Apply Here. Applications must be submitted before the deadline of 05-03-2025. Only shortlisted candidates will be contacted.

Britam is an equal opportunity employer and encourages applications from all qualified individuals.

ADDITIONAL ENGAGEMENT

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