About this role
Mobility Quality Analyst
- Job Type Full Time , Onsite
- Qualification BA/BSc/HND
- Experience 2 years
- Location Nairobi
- Job Field Customer Care, Success and Service
What You'll Do
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Conduct comprehensive quality assessments of customer interactions across calls, chats, and social media
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Evaluate agent performance against quality standards, KPIs, and compliance requirements
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Review ride disputes, cancellations, safety incidents, and escalated customer issues
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Monitor adherence to scripts, processes, and company policies
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Perform calibration sessions with team leads to ensure consistency in scoring
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Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
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Generate detailed quality scorecards and performance reports for agents and team leaders
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Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
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Provide data-driven insights and recommendations for process improvements
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Deliver constructive feedback to agents through one-on-one coaching sessions
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Identify skill gaps and develop training materials based on quality findings
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Partner with operations teams to refine quality frameworks and evaluation criteria
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Support root cause analysis for recurring quality issues
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This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.
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Expertise
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Minimum 2 years of experience in quality assurance within a contact center environment
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Previous experience in mobility, ride-sharing, transportation, or on-demand services is preferred
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Background in customer service operations or agent coaching is a plus
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Strong analytical skills with the ability to translate data into actionable insights
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Excellent communication skills — both written and verbal
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A collaborative approach with the ability to give and receive feedback constructively