Skip to content

CST – Quality Assurance & Call Center Team Lead at Mawingu

Expired
Job Overview
Employment FullTime
Location Nairobi Kenya
Experience At least 1 years
Education Level Bachelor's Degree
View More in Jobs > Communications, Media
svg background up
Opportunities Meet Aspirations

ROLE SUMMARY

The QA & Call Center Team Lead will manage Mawingu’s call center and quality assurance operations, ensuring exceptional service delivery, agent performance, and customer satisfaction through effective queue management, real-time monitoring, coaching, and continuous improvement. The role also provides leadership support to the Retention Manager when needed.

KEY RESPONSIBILITIES

  • Oversee daily call center operations and workforce planning Implement and monitor QA frameworks for calls, chats & tickets
  • Lead coaching, onboarding & performance improvement
  • Analyze reports & data for better CX outcomes
  • Collaborate across teams to boost customer retention

QUALIFICATIONS

  • Bachelor’s degree in Business, Communication, IT, or related field.
  • Minimum 1 year experience in a call center leadership or QA role, preferably within a service-oriented or telecom/ISP environment.
  • Proven track record in workforce planning, queue management, and performance coaching.
  • Strong analytical and reporting skills with proficiency in Excel, Power BI, call center tools, Al and QA platforms.
  • Excellent communication, leadership, and people management skills.
  • Strong understanding of customer service principles and experience improvement strategies
Read More & Apply

Share This Post
Don't miss out on new jobs listing! Follow our channels Today WhatsApp Channel
Disclaimer Opened Career is a free job-posting website that does not charge applicants. We do not support recruitment agents or entities that demand money or favors to expedite the hiring process. Please use our platform responsibly and report any suspicious activity.
Why Opened Career
OUR OBJECTIVES
At Opened Career, we prioritize inclusivity, diversity, and equal opportunities for all individuals, regardless of their backgrounds or experiences. We believe in creating a level playing field where every candidate has the chance to showcase their skills and potential, and every employer has access to a diverse pool of qualified candidates.
CORE VALUES
Innovation
Integrity
Team Work
Excellence
Customer Focus
Professionalism
Filters & Sorting
Select Specialism