ICEA Lion Group is seeking a skilled Quality Assurance Officer to join its Nairobi-based contact center team. This role is designed for individuals who thrive in analytical environments and are committed to improving customer satisfaction across multiple service channels.
Your Role at a Glance
Quality Auditing & Compliance
You’ll be responsible for reviewing customer interactions—calls, chats, and emails—to ensure all engagements meet ICEA Lion’s service excellence standards. You’ll also work closely with department heads to correct service gaps and enhance client experiences.
Coaching & Development
As part of your duties, you’ll help identify skill gaps within the team through Training Needs Assessments. You’ll also lead training sessions and offer coaching to improve communication, product knowledge, and customer handling.
Operational Performance & Continuous Improvement
Your analytical insights will help identify bottlenecks in workflows, streamline processes, and refine standard operating procedures (SOPs). You’ll also contribute to maintaining a strong service level agreement (SLA) compliance rate.
Data & Reporting
You’ll prepare detailed reports on performance metrics, quality assessments, and customer feedback trends to guide decision-making and performance reviews.
Qualifications
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A Bachelor’s degree in Business, Communication, or a related discipline.
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Strong analytical and problem-solving abilities.
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Familiarity with CRM systems and call center technology.
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Understanding of QA frameworks and key performance indicators (KPIs).
Job Type: Full-time
Location: Nairobi, Kenya
Join ICEA Lion Group and be part of a forward-thinking organization committed to delivering outstanding service and customer satisfaction.
👉 How to Apply: Visit ICEA Lion Group Recruitment Portal to submit your application.
