Quality Assurance Analyst

Quality Assurance AnalystCompany:Mogo Credit TanzaniaLocation:Dar es Salaam, TanzaniaEmployment Type:Full-timeDepartment:/ Call Center OperationsJob SummaryMogo Credit Tanzania is seeking a detail-orientedQuality Assurance Analystto join our team in Dar es Salaam. In this role, you will evaluate inbound and outbound calls, monitor customer service standards, ensure compliance with company policies, and support continuous performance improvement across the call center.Key ResponsibilitiesCall Evaluation:Evaluate inbound and outbound calls using approved evaluation scorecards.Feedback & Coaching:Conduct regular feedback sessions, provide detailed and actionable evaluation feedback, and recommend training/coaching requirements.Compliance & Monitoring:Monitor compliance with customer service standards and internal company policies within the call center. Participate in side-by-side monitoring sessions.Consistency & Quality Control:Participate in calibration sessions to maintain consistent scoring standards. Conduct mystery calls to assess representative understanding of new products or processes as needed.Reporting:Prepare comprehensive daily, weekly, and monthly Quality Assurance (QA) performance reports.Requirements & QualificationsEducation:Bachelor’s Degree or Diploma in Business Administration, Customer Service, Human Resource Management, Communications, or a related field.Experience:At least 1–2 years of hands-on experience in Quality Assurance, Customer Service, Call Center Operations, or a similar capacity.Technical Skills:Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).Familiarity with CRM systems, call recording software, and QA monitoring tools.Key Competencies:Strong knowledge of call center quality assurance principles and customer service best practices.Practical experience evaluating calls using quality monitoring scorecards.Strong analytical skills to identify trends, performance gaps, and areas for improvement.Excellent verbal and written communication skills with the ability to offer constructive feedback.How to ApplyInterested candidates can apply directly through the originalportal:Apply via Mogo Credit Tanzania Job Portal Quality Assurance Analyst Location:Dar es Salaam, Tanzania Department:/ Call Center Operations Job Summary Mogo Credit Tanzania is seeking a detail-orientedQuality Assurance Analystto join our team in Dar es Salaam. In this role, you will evaluate inbound and outbound calls, monitor customer service standards, ensure compliance with company policies, and support continuous performance improvement across the call center. Key Responsibilities Call Evaluation:Evaluate inbound and outbound calls using approved evaluation scorecards. Feedback & Coaching:Conduct regular feedback sessions, provide detailed and actionable evaluation feedback, and recommend training/coaching requirements. Compliance & Monitoring:Monitor compliance with customer service standards and internal company policies within the call center. Participate in side-by-side monitoring sessions. Consistency & Quality Control:Participate in calibration sessions to maintain consistent scoring standards. Conduct mystery calls to assess representative understanding of new products or processes as needed. Reporting:Prepare comprehensive daily, weekly, and monthly Quality Assurance (QA) performance reports. Requirements & Qualifications Education:Bachelor’s Degree or Diploma in Business Administration, Customer Service, Human Resource Management, Communications, or a related field. Experience:At least 1–2 years of hands-on experience in Quality Assurance, Customer Service, Call Center Operations, or a similar capacity. Technical Skills:Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).Familiarity with CRM systems, call recording software, and QA monitoring tools. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). Familiarity with CRM systems, call recording software, and QA monitoring tools. Key Competencies:Strong knowledge of call center quality assurance principles and customer service best practices.Practical experience evaluating calls using quality monitoring scorecards.Strong analytical skills to identify trends, performance gaps, and areas for improvement.Excellent verbal and written communication skills with the ability to offer constructive feedback. Strong knowledge of call center quality assurance principles and customer service best practices. Practical experience evaluating calls using quality monitoring scorecards. Strong analytical skills to identify trends, performance gaps, and areas for improvement. Excellent verbal and written communication skills with the ability to offer constructive feedback. How to Apply Interested candidates can apply directly through the originalportal: Apply via Mogo Credit Tanzania Job Portal