Mwananchi Credit Limited was incorporated as a private limited company under the Companies Act (Cap 486) of the Laws of Kenya. It initially started operations under the names Mwananchi Microlink Ltd which was incorporated on 15th April 2010.

Role Summary:

The Quality Assurance Analyst is responsible for monitoring and evaluating communication to ensure adherence to company policies, procedures, and quality standards for Mwananchi Credit Limited.

Requirements

Qualifications:

• The incumbent must hold a Bachelor’s degree in Business Management, Communications or a related field.
• Minimum of 3 years of proven experience in a Quality Assurance Analyst role, preferably with leadership responsibilities.
• Computer literacy and proficiency.
• Previous experience in a Call Center setup.

Desired Skills:

• Listening skills – Listen to recorded or live calls to assess the quality of customer interactions.
• Knowledgeable – Assist in the development and implementation of quality assurance policies and pro- cedures.
• Multitasking – Following up on quality for outbound and inbound calls.
• Problem-solving – Establishing procedures and scenarios for quality control.
• Teamwork – Work closely with the leadership to address quality issues and support performance impro- vement initiatives.
• Informative – Stay updated on changes in regulations and best practices in customer service.
• Evaluate calls based on predefined criteria, including adherence to scripts, accuracy of information pro- vided, and overall customer service skills.