Quality Assurance & Reporting Analyst – Fixed Term (1 Year)

About the role

The Quality Assurance & Reporting Analyst will lead the Voice of Customer programme, gather and analyse feedback across Kenya and regional markets, and help improve the overall customer experience within the contact centre.

Key responsibilities

• Coordinate the Voice of Customer programme across Kenya and regional markets.
• Design, administer and monitor customer surveys (NPS, CSAT, CES and other feedback mechanisms).
• Consolidate customer feedback from multiple listening channels and monitor sentiment trends.
• Analyse service incident data, emails, voice recordings and surveys to identify gaps against performance standards.
• Develop and deliver targeted coaching sessions for agents to address quality deficiencies.
• Assess existing processes for improvement opportunities using contact‑centre tools.
• Collaborate with the call quality team to streamline processes and implement standards.
• Create dashboards and reports that highlight customer experience trends.
• Monitor key metrics such as NPS, CSAT, SLA, AHT, complaint resolution TAT and first‑contact resolution.

Required profile

• Social Science or Statistics degree from a recognised university.
• 2‑3 years of experience in Quality Assurance, Customer Experience, Customer Insights or Contact Centre Quality.
• Proven ability to analyse customer data and present actionable insights.
• Knowledge of quality‑assurance frameworks and customer metrics.
• Excellent knowledge of Britam products and services.
• Strong oral, written and interpersonal communication skills.
• Analytical, decision‑making, organisational and planning abilities.

Required skills

What we offer

• Fixed‑term (1‑year) contract with a focus on professional development in a dynamic contact‑centre environment.