We are looking for a Mobility Quality Analyst to monitor, evaluate, and continuously improve the quality of customer interactions across M-KOPA Mobility’s contact center operations. This is a high-impact role where your work directly shapes the service experience for thousands of customers across Kenya.
This role is for someone who is analytical but also deeply invested in people development. You’ll be working across quality monitoring, reporting, coaching, and process improvement — helping the team get better every single day through data, feedback, and practical insight
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