Mobility Quality Analyst

About the role

M-KOPA Mobility is looking for a Mobility Quality Analyst to monitor, evaluate and continuously improve the quality of customer interactions across its contact center operations. The role covers quality monitoring, reporting, coaching and process improvement, and sits on site at the Nairobi office, reporting to the Customer Care Manager.

Key responsibilities

• Conduct quality assessments of customer interactions across calls, chats and social media
• Evaluate agent performance against quality standards, KPIs and compliance requirements
• Review ride disputes, cancellations, safety incidents and escalated customer issues
• Monitor adherence to scripts, processes and company policies
• Run calibration sessions with team leads to ensure consistent scoring
• Analyze quality metrics and trends to spot patterns in agent performance and customer pain points
• Generate quality scorecards and performance reports for agents and team leaders
• Track and report metrics such as CSAT, FCR, AHT, compliance rates and quality scores
• Give constructive feedback through one-on-one coaching and develop training materials based on quality findings
• Partner with operations teams to refine quality frameworks and support root cause analysis of recurring issues

Required profile

• Minimum 2 years of experience in quality assurance within a contact center environment
• Previous experience in mobility, ride-sharing, transportation or on-demand services is preferred
• Background in customer service operations or agent coaching is a plus

Required skills

• Strong analytical skills, able to turn data into actionable insights
• Excellent written and verbal communication
• Collaborative approach with the ability to give and receive feedback constructively