Quality Assurance Analyst (Fleet) — Mogo Finance (Nairobi)

Quality Assurance Analyst (Fleet)

Job Description

The Quality Assurance Analyst (Fleet) is responsible for monitoring and evaluating the operational activities of fleet agents to ensure high service standards and compliance. This role involves auditing repossession processes, vehicle tracking, and client engagements to mitigate risks and improve efficiency. Reporting to the Fleet Management team, the analyst identifies operational gaps and collaborates with cross-functional departments to implement corrective actions and standardize best practices across all branches.

Key Responsibilities

• Conduct regular audits of fleet agent activities, including vehicle repossessions, tracking, and handovers
• Verify the accuracy of data entries, reports, and documentation submitted by field agents
• Ensure all fleet processes strictly follow Internal Operating Procedures (SOPs) and compliance policies
• Identify errors or non-compliance trends and develop comprehensive corrective action plans
• Analyze agent performance patterns to recommend process improvements and training needs
• Prepare periodic QA reports for Fleet Supervisors and Managers highlighting findings and risks
• Track the resolution of identified issues to verify that corrective measures have been implemented
• Provide constructive feedback to staff to improve service quality and operational efficiency

Qualifications & Experience

• Diploma or Degree in Business Administration or a related business field
• Relevant experience in a Call Center or Quality Assurance environment is an added advantage
• Advanced proficiency in computer applications and data management
• Strong analytical, problem-solving, and negotiation skills
• Excellent communication and interpersonal abilities in both English and Swahili
• Ability to work independently and adapt quickly to a dynamic environment

Method of Application

Apply via: Mogo Finance on talent.sage.hr