Quality Assurance & Reporting Analyst Job Britam

AI summary

Britam is hiring a Quality Assurance & Reporting Analyst for a contract role in Nairobi. The role involves assessing service quality, monitoring customer experience metrics, and coaching frontline staff. Requires a degree and 2-3 years experience in QA or customer insights.

• Contract role with Britam in Nairobi.
• Focus on call quality monitoring and customer experience analysis.
• Requires degree and 2-3 years experience.
• Responsibilities include NPS, CSAT, and SLA reporting.
• Application deadline: 31/07/2026.

Description

Home » Jobs In Kenya » Customer Service Jobs In Kenya » Quality Assurance & Reporting Analyst Job Britam Job Title: Quality Assurance & Reporting Analyst Date Posted: 14/07/2026 Job Type: Contract Job Level: Middle Employer: Britam Industry: Quality Control Salary: Open Location: Nairobi Country: Kenya Deadline: 31/07/2026 Summary: Looking for a quality control job in Kenya? Britam is hiring a Quality Assurance & Reporting Analyst skilled in call-quality monitoring, customer-experience analysis, SLA reporting, and frontline performance coaching. Job Purpose: The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. Key responsibilities: Coordinate the Voice of Customer programme across Kenya and regional markets. Design, administer and monitor customer surveys (NPS, CSAT, CES and other feedback mechanisms). Consolidate customer feedback from multiple listening channels. Monitor customer sentiment and identify emerging trends. Ensure timely dissemination of customer feedback to business units. Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities. Use customer service expertise to assess existing practices and procedures for process improvement opportunities. Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance. Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Develop dashboards and reports highlighting customer experience trends. Monitor key customer metrics including NPS, CSAT, SLA, AHT, Complaint Resolution TAT and First Contact Resolution. Knowledge, experience and qualifications required: Any Social Science or Statistics Degree from a recognized university. 2-3 years’ experience in Quality Assurance, Customer Experience, Customer Insights or Contact Centre Quality. Experience analysing customer data and presenting insights. Knowledge of quality assurance frameworks. Good understanding of customer metrics Excellent Knowledge of Britam products and services Excellent oral, written and interpersonal communication skills Strong knowledge of customer care processes and techniques. Must have good analytical skills as well as decision making abilities. Good organizational and planning skills. How to Apply Click here to apply 🎯 Applying for This Job? Don’t Send a Generic CV. Don’t send the same CV to every job/employer. Have our recruitment team customize your CV to match the requirements of this specific job and improve your chances of getting an interview. Customise My CV For This Job . ⭐ 5-Star Reviews . Job Seeker Testimonials: Professionals Who Got Jobs Through Corporate Staffing Since 2011, Kenyan professionals have trusted Corporate Staffing Services to help them secure employment with leading employers in Kenya and beyond. Read testimonials from candidates who have experienced our recruitment process firsthand and successfully gotten hired through our recruitment services. You Could Be Our Next Success Story . Read How They Got Jobs Through Corporate Staffing GET A JOB FASTER! Applying for a Specific Job? Our recruiters will customise your CV to match the employer's requirements so you can get shortlisted. Customise My CV Used AI to Write Your CV but Not Getting Interviews? Get A FREE CV review and CV Upgrade, plus 3 months job search support from our recruitment team. Contact us today for Free CV Review Do You Have An Upcoming Interview? Get assistance from our experienced HR recruiters. Talk to our team for Interview Preparation & Coaching Browse Top Job Categories Accounting Jobs Administration Jobs Audit Jobs Banking Jobs Communication Jobs Credit Control Jobs Customer Service Jobs Director Jobs Driver Jobs Engineer Jobs Finance Jobs Graphic Designer Jobs Health & Safety Jobs Hotel Jobs Human Resource Jobs Information Technology Jobs Internships Jobs Journalism Jobs Legal Jobs Logistics Jobs Media Jobs NGO Jobs Procurement Jobs Public Relations Jobs Quality Control Jobs Quantity Surveyor Jobs Sales & Marketing Jobs Quantity Surveyor Jobs Technician Jobs Tours & Travel Jobs Employer Testimonials Trusted by Leading Employers In Kenya For Recruitment & HR Services. We have recruited for leading organisations in Kenya such as Safaricom Sacco, UN Women, Nivea, Weetabix, Kimfay, Superior Homes, Dominos Pizza. Since 2011 we have supported over 9,000 employers with our recruitment & HR solutions. Read thier experience with us below. Read Employer Testimonials A.