What you will do:

• We are looking for a data-driven and hands-on Debt Collection Process Lead to design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya.
• In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements.
• This is a high-impact role for someone who is proactive, structured, and takes full ownership.

Key Roles and Responsibilities

Process design & optimization

• Design and continuously improve consumer collections processes across all delinquency stages
• Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect.
• Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed.

Documentation & training

• Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable).
• Support onboarding and continuous training for collections agents and related stakeholders.

Cross-functional delivery

• Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements.
• Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.

Continuous improvement

• Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling).
• Propose improvements, drive execution, and track impact through clear initiatives and timelines.

Compliance & governance

• Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
• Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.

Performance measurement & reporting

• Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems).
• Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.

What you will need:

• Experience improving operational processes
• Comfortable working with data and dashboards to understand performance and track results (strong Excel skills).
• Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed).
• Strong sense of ownership, with good communication and stakeholder management skills.
• Willingness to relocate to Nairobi (Kenya).

Nice to Have

• Experience with debt collection processes.
• Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus).
• Working experience with Power BI, SQL, or similar tools.

Benefits & Why Join Us

• Multicultural and professional team dynamic.
• Results-oriented bonus system.
• Housing allowance and periodic flights back to home country.
• Relocation support (flights to Nairobi, visas).
• Health insurance.

Key Roles and Responsibilities

• Design, author, and maintain production-grade prompts for AI voice bots deployed across outbound debt collections campaigns and inbound collections IVR in English and Swahili.
• Optimise prompt structure using Markdown formatting principles (headers, delimiters, instruction hierarchy) to maximise model comprehension and minimise token overhead and call latency.
• Tune and test prompts on Gemini 2.5 Flash (Google AI Studio / Vertex AI) and OpenAI GPT-4o, benchmarking outputs against latency, coherence, and collections compliance targets.
• Evaluate how prompt length, token count, instruction complexity, and model parameters (temperature, max_tokens, streaming) affect inference latency and per-call cost.
• Implement and iterate on system prompts, few-shot examples, persona definitions, objection-handling branches, promise-to-pay capture logic, and fallback scripts for edge-case scenarios.
• Conduct structured QA audits on sampled collections call recordings, scoring against defined parameters (script adherence, tone, promise-to-pay handling, loan disclosure compliance).
• Maintain a versioned prompt change log with A/B test configurations and measurable outcome data; produce regular performance summaries for the Call Center Manager.
• Coordinate with the DC IT Technical Support Officer on API configurations, Webitel IVR routing, SIP trunk settings, and system-level constraints that affect prompt deployment.
• Collaborate with collections strategy teams to translate DPD bucket cadence rules and product-specific scripts (Boda, Tuk-Tuk, smartphone loans) into accurate bot logic.
• Liaise with AI vendors on ASR quality, voice synthesis settings, and integration constraints relevant to Kenya collections operations.
• Monitor per-call cost metrics and propose prompt changes that improve recovery rates and ROI without compromising quality or compliance.
• Any other duties that may be assigned.

Experience

• Minimum 1–2 years of hands-on experience in prompt engineering, conversational-AI / chatbot design, NLP, or a closely related role. Candidates with strong, demonstrable project work and shorter formal tenure may be considered.
• Demonstrated experience designing and deploying prompts or dialogue flows for production LLM or voice-bot systems — not solely experimental or academic work.
• Track record of tuning and evaluating prompts against measurable KPIs and running structured A/B tests to improve real-world outcomes.
• Prior exposure to contact-centre, telephony, or IVR environments, ideally in collections, customer service, or financial services.
• Experience in or alongside debt collections, lending, fintech, BPO, or banking operations is a strong advantage.
• Experience collaborating with cross-functional teams (IT, strategy, operations) and managing third-party AI / voice-vendor relationships is desirable.
• Experience producing English- and Swahili-language conversational content for a Kenyan or East African customer base is highly desirable.

Qualifications

Education & Certifications:

• Bachelor’s degree in Computer Science, Software Engineering, Computational Linguistics, Data Science, or a related field. Equivalent, demonstrable hands-on experience in prompt engineering or conversational AI will be considered in lieu of a degree.
• A reviewable portfolio of production prompt work — prompt libraries, system prompts, evaluation harnesses, or published repositories — that can be walked through at interview.
• Certification in Google Cloud (Vertex AI / Generative AI), OpenAI, or an equivalent LLM / conversational-AI program is an added advantage.

Technical Skills:

•  Hands-on command of core prompt-engineering techniques: system and role prompting, few-shot and chain-of-thought design, delimiter and Markdown structuring, output schema and constraint control, and guardrail / fallback design.
• Working proficiency with at least one major LLM platform — Google Gemini (AI Studio / Vertex AI) and/or OpenAI GPT-4o — including parameter tuning (temperature, max_tokens, top-p, streaming) and a practical grasp of tokenization and context-window economics.
• Understanding of voice-AI pipelines — automatic speech recognition (ASR) and text-to-speech (TTS) — and how transcription accuracy, latency, and barge-in behaviour affect live call performance.
•  Familiarity with IVR / telephony concepts: Webitel or comparable contact-centre platforms, SIP trunking, call routing, and API-based integrations.
• Ability to read and reason about JSON API request/response payloads and to work in API consoles (e.g., Postman). Basic scripting in Python or JavaScript for prompt testing and batch evaluation is an advantage.
• Competence in designing and interpreting A/B tests and quantitative metrics — latency, containment, promise-to-pay rate, recovery rate, and cost-per-call.

Language & Domain Knowledge:

• Full professional fluency in English and Swahili, with the ability to author, review, and QA bot dialogue and call scripts in both languages.
• Awareness of debt-collections conduct standards and Kenyan consumer-protection and data-privacy obligations, including the Data Protection Act, 2019 and CBK consumer-protection expectations.

Personal Attributes:

• Strong analytical and problem-solving mindset with meticulous attention to detail.
•  Comfortable with ambiguous requirements and rapid, data-driven iteration.
• Clear written and verbal communicator who can translate technical findings for non-technical stakeholders.
• Self-driven and organised, able to maintain a versioned change log across multiple concurrent campaigns.

With us you will:

Feel Good

• a competitive salary
• a friendly and dynamic work environment
• an excellent well-being program:
• health insurance (after probation period)
• pension scheme (after probation period)
• active social life and events

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities

Purpose of the Role 

• The Quality Analyst Manager (AI & Customer Experience) is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI-powered systems. The role combines people leadership, operational oversight, data-driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization.
• This position manages a team Quality Analysts, establishes QA frameworks, monitors performance trends, and leads initiatives to improve service quality, AI interaction accuracy, and operational effectiveness.
• The ideal candidate is a strong people manager with deep expertise in contact center quality assurance, coaching, analytics, and (emerging AI-assisted customer service environments), is an added advantage.

Key Focus Areas

Lead and develop the QA function

• Manage QA analysts, set quality standards, and drive a high-performance culture.

Oversee AI call quality assurance

• Evaluate AI-handled interactions for accuracy, tone, compliance, escalation handling, and customer satisfaction.
• Work with AI QA portal to set variables, check results, flag any process gaps and own the entire ecosystem process from beginning the end.

Drive operational improvement

• Use QA insights and analytics to identify trends, reduce defects, and improve customer experience outcomes.

Ensure governance and compliance

• Maintain adherence to company policies, regulatory requirements, and quality standards across all customer interactions.

Partner cross-functionally

• Collaborate with Operations, Training, Product, and AI/Automation teams to improve processes and performance.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop QA analysts.
• Set performance goals, conduct regular coaching sessions, and manage career development plans.
• Build a culture of accountability, continuous learning, and customer-centric quality excellence.
• Manage staffing, scheduling, and workload distribution within the QA function.

Quality Strategy & Governance

• Design and maintain the QA framework, scorecards, calibration processes, and reporting standards.
• Ensure consistency and fairness in evaluations across human and AI-handled interactions.
• Lead calibration sessions with Operations and align on quality expectations.
• Monitor compliance with regulatory, security, and company policies.

AI Interaction Quality Oversight

• Establish QA standards for AI-handled calls, chats, and automated interactions.
• Review AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation of appropriateness.
• Identify AI performance gaps, recurring customer pain points, and automation risks.
• Partner with AI/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness.
• Track AI-specific quality metrics and offer improvement feedback where necessary.

Performance Monitoring & Reporting

• Analyze QA data to identify trends, root causes, and opportunities for improvement.
• Prepare and present quality reports, dashboards, and actionable insights to senior leadership.
• Measure the impact of coaching, training, and process changes on performance outcomes.
• Drive initiatives to improve CSAT, FCR, compliance, and overall service quality.

Training & Continuous Improvement

• Collaborate with Training teams to design targeted learning programs based on QA findings.
• Develop best practices, knowledge-sharing sessions, and quality improvement initiatives.
• Champion continuous improvement methodologies to enhance efficiency and customer experience.

What you will need:

• Degree/Diploma in Business/Social Science or any other related course.
• At least two years relevant experience as QTL or QM
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Ability to provide constructive feedback in a clear and professional manner.
• Ability to adapt quickly, work independently & have attention to detail.
• Previous work experience with AI quality audit tools

Duties and Responsibilities

Key Responsibilities:

• Manage overdue accounts for both cars and boda-bodas.
• Assess staffing needs and ensure adequate coverage.
• Monitor attendance, approve leave, and manage team schedules.
• Shadow team leads for performance support and coaching.
• Track call reach rates, call volumes, and overall efficiency.
• Ensure targets for calls and collections are met.

Leadership and Management

• Lead the daily operations of the overdue collections team.
• Supervise and motivate team leads and agents to meet performance goals.
• Provide ongoing training, coaching, and feedback.
• Monitor and optimize team performance through regular reviews and call monitoring.
• Ensure compliance with regulatory requirements and company policies.
• Address escalated customer issues and provide solutions for customer satisfaction.
• Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.
• Prepare and present regular reports on team performance, key metrics, and collection trends.
• Set targets for the team, share for approval, and ensure they are met.
• Develop and implement strategies to optimize workflows and enhance efficiency.
• Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups.
• Collaborate with other departments for compliance and performance improvement.
• Report to the Head of Department on team performance and trends.
• Any other duties that may be assigned.

Qualifications

• Bachelor’s degree in a relevant field
• At least 4 years’ experience in a busy call center environment at a managerial level
• Ability to provide effective leadership to a large team
• Ability to offer quick and effective solutions for any complaint
• Excellent communication and organizational skills

We Offer

• Competitive salary
• Bonus based on performance
• Friendly and dynamic work environment
• Opportunity for personal development

WHAT YOU WILL DO

• Welcome calls to new customers
• Early-stage debt collection (reminders and follow-ups)
• Ongoing customer support through call, WhatsApp, and other channels
• Assist in onboarding and training new team members as the product scales
• Ensure that all interactions are aligned with Mogo’s tone of voice and customer experience standards
• Coordinate with Loan Officers and Field Teams to ensure seamless customer onboarding and issue resolution.
• Collaborate with the CRM teams to improve customer interaction flows

WHAT YOU NEED

• Minimum 1 years’ experience in customer care, debt collection, or telesales — ideally in financial services, telco, or asset financing
• Strong communication skills in English and Swahili
• Experience working with CRM tools and call center systems
• Ability to work independently, prioritize tasks, and thrive in a fast-paced environment
• Strong organizational skills and attention to detail

ADDED ADVANTAGE:

• Experience supporting financing or credit-based products
• Background in launching or supporting new business units

What you will do:

• Recruit, properly onboard, and retain quality direct sales agents.
• Ensure recruited agents are well trained (understand MOGO products, know how to submit leads).
• Ensure agents have all necessary tools to perform their duties efficiently & effectively. (Business cards, fliers).
• Managing assigned network of agents/institutions (relationship building; motivating agents to issue more; sharing results on any agent competitions we have; calling/reactivating dormant agents).
• Acting as a main contact point for agents for general inquiries regarding Mogo, training, materials, motivation, commissions, etc.
• Design an activation calendar for sales and marketing and ensure it is duly followed.
• Generate Daily, weekly, and monthly sales agents’ targets.
• Collecting (and submitting) quality leads from the field that converts to sales
• Aligning the marketing message (selling points) with each member of the team and the employer’s product champions.
• Searching and onboarding new institutions + building great relationships with partner institutions.
• Train partner institutions on how to make applications and more about Car Logbook, Car Financing and Checkoff Loan Products.
• Evaluate market trends, gather competitor information, and identify trends that affect the future growth of check-off loans.
• Provide feedback from the field to management

Educational Background:

• A Diploma or bachelor’s degree in economics/commerce or a related field from a recognized university.

Experience:

• Minimum of 1 year of experience working with checkoff loans, either in sales or Business Development.

Key Skills:

• Business Development/ Field sales experience.
• Understanding of Car Logbook, Car Financing and Checkoff Loan Products and Payroll Deductions.
• Ability to lead and coach a team of sales agents.
• Sales Target Management and Performance Tracking.

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

With us you will:

Feel Good

• Monthly stipend of Ksh. 20,000.
• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

With us you will:

Feel Good

• Monthly stipend of Ksh. 20,000.
• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

With us you will:

Feel Good

• Monthly stipend of Ksh. 20,000.
• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

With us you will:

Feel Good

• Monthly stipend of Ksh. 20,000.
• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

With us you will:

Feel Good

• Monthly stipend of Ksh. 20,000.
• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

What you will need:

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

With us you will:

Feel Good

• Monthly stipend of Ksh. 20,000.
• Friendly and dynamic work environment.
• Opportunity of being absorbed as a permanent employee after six months based on performance.
• Support from a professional international team.
• Opportunity for personal development

Win

• Fast results without the friction of bureaucracy
• great victories due to the transparency of the company and its goals
• bonuses and awards for the great work
• participate in victory celebrations with your co-workers

Grow

• together with an intelligent team
• yourself and the company with the established feedback culture
• your knowledge with training possibilities