Quality Assurance Analyst (Fleet) at Mogo Finance

Key Responsibilities:


Quality Monitoring Evaluation
Conduct regular audits on fleet agents' activities including repossession, vehicle tracking, handovers, and client engagements.
Review and verify accuracy of data entries, reports, and documentation submitted by fleet agents.
Ensure all processes follow internal SOPs, company policies, and compliance requirements.
Identify errors, gaps, or non-compliance and provide corrective action plans.
Performances Process Improvement
Analyze trends and patterns in agent performance to identify areas for improvement.
Recommend process changes or training needs to improve operational efficiency and service quality.
Collaborate with operations and training teams to standardize best practices across branches.
Reportings Feedback
Prepare and submit periodic QA reports highlighting findings, risks, and action points.
Provide timely feedback to Fleet Supervisors and Managers on audit outcomes.
Track resolution of identified issues and verify that corrective measures are implemented.


What you will need:


Diploma/Degree in Business Administration, or any other related business field.
Should have Relevant Call center experience will be an added advantage.
Strong desire to learn along with professional drive.
Must have excellent communication and interpersonal skills.
Strong analytical & problem-solving skills.
Must have excellent listening skills.
Must have excellent computer skills.
Must have excellent negotiation skills.
Should have the ability to adapt quickly and work independently.
Must be fluent in English and Swahili.