Job in Kenya
Quality Assurance Analyst I
CountyNairobiCityNot specifiedContractFull TimePosted2026-09-24Close dateNot specifiedExperience2 yearsSourceMyJobMag Kenya
quality assurancecustomer serviceNairobifull timeonsiteauditingcomplianceTeleperformanceentry levelreportingdriversecurity
AI summary
Teleperformance is hiring a Quality Assurance Analyst I in Nairobi to monitor and improve the quality of customer interactions. The role involves conducting audits, analyzing performance trends, and providing feedback to enhance service delivery and compliance.
- Full-time onsite role in Nairobi
- Requires 2 years of experience and BA/BSc/HND or Diploma
- Involves quality auditing, coaching, and compliance analysis
- Daily, weekly, and monthly quality reporting required
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in driver, security, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Quality Assurance Analyst I evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Teleperformance and the role in Not specified.
- Add concrete examples related to driver, security, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Quality Assurance Analyst I role in driver, security?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Teleperformance before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt,
- contact us
- TP is a trusted partner to many of the world’s leading brands because our advanced business solutions help them deliver truly integrated, human-centric experiences while optimizing business processes and performance.
- Quality Assurance Analyst I | TP Kenya
- Job Type
- Full Time
- ,
- Onsite
- Qualification
- BA/BSc/HND
- ,
- Diploma
Experience
2 years
Location
Nairobi
Job Field
Customer Care, Success and Service
Job Summary
The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure adherence to client and organizational standards. This role involves conducting call and transaction audits, analyzing performance trends, and providing actionable feedback to enhance service delivery. The Quality Analyst works closely with operations, training, and leadership teams to identify gaps, recommend process improvements, and support initiatives aimed at driving customer satisfaction, compliance, and overall business performance.
Responsibilities
- Quality Auditing
- Evaluate contacts based on Quality metrics
- Coaching and Training
- Score and store the data in all Quality tools
- Compliance analysis (Ensure compliance with company regulations with regards to Data Security and Protection Standards)
- Results Improvement
- Prepare and conduct Feedback Sessions with the agents assigned to the team
- Identify agents’ strengths and Weaknesses
- Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
- Deep Dive into the reporting data, find patterns of low service and come up with solutions to the general problems (Report to QC and TQM)
- Check any Escalation or Feedback tracker for Knowledge Gaps and cover them with the concerned agents
- Attend 100% calibration sessions and shift briefs
- Participate in team briefings to provide the QA objective and also sit in calibration sessions
- Performance Management
- Post results on a daily basis
- Keep an up-to-date record of individual agents’ quality performance for use in performance reviews
- Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Coordinator and other relevant stakeholders.
- Analyze agents’ work output against guidelines/standards and provide feedback
- Ensure compliance in performance indicators with the team, client and management regarding quality matters
- Cascade updates to the team
- Process Improvement
- Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training
- Work closely with Ops team on CSC development
- Attend client meetings/WBRs
Requirements
- Degree/Diploma in any field
- Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
- Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
- Good organizational skills, knowledgeable in goal-setting practices.
- Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
- Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
- Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
- Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.
- Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skills
- We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
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Source and provenanceSource: MyJobMag Kenya. Last checked: 2026-09-27.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.