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Quality Assurance Analyst I | TP Kenya at Teleperformance
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Nairobi 🇰🇪 Kenya
Posted 1 day ago (23 Sep 2026) Updated about 2 hours ago
Job Description
The Quality Assurance Analyst monitors and improves the quality of customer interactions to ensure compliance with client standards and regulatory requirements. By conducting audits, providing coaching, and analyzing performance data, the analyst helps elevate service delivery and customer satisfaction. The role collaborates with operations, training, and leadership teams to implement corrective actions and drive continuous improvement.
Qualifications & Requirements
- • BA/BSc/HND or Diploma in a relevant field
- • Minimum of two years of experience in quality assurance or customer service monitoring
- • Strong analytical and communication skills
- • Ability to use quality monitoring software and reporting tools
- • Knowledge of data security and compliance standards
Required Skills
Responsibilities
- • Conduct call and transaction audits against established quality metrics
- • Record and analyze audit results using quality management tools
- • Provide coaching and feedback to agents based on audit findings
- • Ensure compliance with data security and protection standards
- • Identify performance trends and recommend process improvements
- • Prepare and deliver feedback sessions for individual agents and team leaders
- • Highlight strengths and development areas for each team member
- • Generate detailed reports and deep‑dive analyses to uncover service gaps