Mobility Quality Analyst

What You'll Do

• Conduct comprehensive 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
• Perform calibration sessions with team leads to ensure consistency in scoring
• Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
• Generate detailed quality scorecards and performance reports for agents and team leaders
• Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
• Provide data-driven insights and recommendations for process improvements
• Deliver constructive feedback to agents through one-on-one coaching sessions
• Identify skill gaps and develop training materials based on quality findings
• Partner with operations teams to refine quality frameworks and evaluation criteria
• Support root cause analysis for recurring quality issues

This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.

Expertise

• 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
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication skills — both written and verbal
• A collaborative approach with the ability to give and receive feedback constructively