Quality Assurance Analyst (Fleet)

Key Responsibilities

Quality Monitoring & Evaluation

• Conduct regular audits on fleet agents’ activities including repossession, vehicle tracking, handovers, and client engagements.
• Review and verify accuracy of data entries, reports, and documentation submitted by fleet agents.
• Ensure all processes follow internal standard operating procedures (SOPs), company policies, and compliance requirements.
• Identify errors, gaps, or non-compliance and provide corrective action plans.

Performance & Process Improvement

• Analyze trends and patterns in agent performance to identify areas for improvement.
• Recommend process changes or training needs to improve operational efficiency and service quality.
• Collaborate with operations and training teams to standardize best practices across branches.

Reporting & Feedback

• Prepare and submit periodic QA reports highlighting findings, risks, and action points.
• Provide timely feedback to Fleet Supervisors and Managers on audit outcomes.
• Track resolution of identified issues and verify that corrective measures are implemented.

Requirements and Qualifications

• Diploma or Degree in Business Administration, or any other related business field.
• Relevant Call center experience will be an added advantage.
• Strong desire to learn along with professional drive.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Excellent listening, computer, and negotiation skills.
• Ability to adapt quickly and work independently.
• Fluency in English and Swahili.

How to Apply

Interested and qualified candidates should apply online through the Mogo Finance recruitment portal on Sage HR at https://www.myjobmag.co.ke/apply-now/1156559 before the deadline on February 28, 2026.