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Quality Analyst at Calltronix Contact & Training Centre
JobSearch
Nairobi 🇰🇪 Kenya
Posted 6 days ago (30 Sep 2026) Deadline: 10 Oct 2026 Updated 5 days ago
How to Apply
• Send your CV to Calltronix Contact & Training Centre via calltronix.com
Job Description
The Quality Analyst ensures contact‑center operations meet established quality standards by performing performance audits, analyzing customer interactions, and providing actionable feedback. They monitor compliance across campaigns, identify call handling issues, and support continuous improvement through root‑cause analysis and corrective actions. Collaboration with account managers and learning‑and‑development teams helps drive service excellence. The role also involves mystery‑shopping and maintaining accurate records in QA platforms.
Qualifications & Requirements
- • BA/BSc/HND degree in a relevant field
- • Minimum 2 years experience in quality assurance, customer service, or related operations
- • Strong analytical and problem‑solving abilities
- • Excellent verbal and written communication skills
- • High attention to detail and organizational skills
- • Ability to work independently and manage time effectively
- • Professionalism, discretion and integrity
Required Skills
Responsibilities
- • Conduct performance audits of randomly selected and targeted calls
- • Analyze call structures, strengths, weaknesses and customer complaints
- • Provide structured feedback to account managers and learning‑and‑development teams
- • Set and communicate quality benchmarks and performance thresholds
- • Perform root‑cause analysis of repeated call failures and propose corrective actions
- • Conduct mystery‑shopping calls to evaluate front‑line service consistency
- • Document audit results and insights accurately in QA platforms
- • Maintain and update QA data to ensure integrity for reporting