Quality Analyst Manager (Customer Experience & engagement) at Mogo Finance
Quality Analyst Manager (Customer Experience &
engagement)
Purpose of the Role
The Quality Analyst Manager (AI & Customer Experience)
is a strategic leadership role responsible for driving quality assurance
excellence across customer interactions handled by both human agents and
AI-powered systems. The role combines people leadership, operational oversight,
data-driven improvement, and governance to ensure exceptional customer
experience, compliance, and continuous process optimization.
This position manages a team Quality Analysts, establishes
QA frameworks, monitors performance trends, and leads initiatives to improve
service quality, AI interaction accuracy, and operational effectiveness.
The ideal candidate is a strong people manager with deep
expertise in contact center quality assurance, coaching, analytics, and
(emerging AI-assisted customer service environments), is an added advantage.
Key Focus Areas
Lead and develop the QA function
- Manage
QA analysts, set quality standards, and drive a high-performance
culture.
Oversee AI call quality assurance
- Evaluate
AI-handled interactions for accuracy, tone, compliance, escalation
handling, and customer satisfaction.
- Work
with AI QA portal to set variables, check results, flag any process gaps
and own the entire ecosystem process from beginning the end.
Drive operational improvement
- Use QA
insights and analytics to identify trends, reduce defects, and improve
customer experience outcomes.
Ensure governance and compliance
- Maintain
adherence to company policies, regulatory requirements, and quality
standards across all customer interactions.
Partner cross-functionally
- Collaborate
with Operations, Training, Product, and AI/Automation teams to improve
processes and performance.
Key Responsibilities
Leadership & Team Management
- Lead,
mentor, and develop QA analysts.
- Set
performance goals, conduct regular coaching sessions, and manage career
development plans.
- Build
a culture of accountability, continuous learning, and customer-centric
quality excellence.
- Manage
staffing, scheduling, and workload distribution within the QA
function.
Quality Strategy & Governance
- Design
and maintain the QA framework, scorecards, calibration processes, and
reporting standards.
- Ensure
consistency and fairness in evaluations across human and AI-handled
interactions.
- Lead
calibration sessions with Operations and align on quality
expectations.
- Monitor
compliance with regulatory, security, and company policies.
AI Interaction Quality Oversight
- Establish
QA standards for AI-handled calls, chats, and automated
interactions.
- Review
AI interactions for accuracy, empathy, tone, intent recognition,
resolution quality, and escalation of appropriateness.
- Identify
AI performance gaps, recurring customer pain points, and automation
risks.
- Partner
with AI/Product teams to improve conversational flows, knowledge accuracy,
and automation effectiveness.
- Track
AI-specific quality metrics and offer improvement feedback where
necessary.
Performance Monitoring & Reporting
- Analyze
QA data to identify trends, root causes, and opportunities for
improvement.
- Prepare
and present quality reports, dashboards, and actionable insights to senior
leadership.
- Measure
the impact of coaching, training, and process changes on performance
outcomes.
- Drive
initiatives to improve CSAT, FCR, compliance, and overall service
quality.
Training & Continuous Improvement
- Collaborate
with Training teams to design targeted learning programs based on QA
findings.
- Develop
best practices, knowledge-sharing sessions, and quality improvement
initiatives.
- Champion
continuous improvement methodologies to enhance efficiency and customer
experience.
What you will need:
- Degree/Diploma
in Business/Social Science or any other related course.
- At
least two years relevant experience as QTL or QM
- Excellent
communication and interpersonal skills.
- Strong
analytical & problem-solving skills.
- Ability
to provide constructive feedback in a clear and professional manner.
- Ability
to adapt quickly, work independently & have attention to detail.
- Previous
work experience with AI quality audit tools
Prompt Engineer at Mogo
Key Roles and Responsibilities
- Design,
author, and maintain production-grade prompts for AI voice bots deployed
across outbound debt collections campaigns and inbound collections IVR in
English and Swahili.
- Optimise
prompt structure using Markdown formatting principles (headers,
delimiters, instruction hierarchy) to maximise model comprehension and
minimise token overhead and call latency.
- Tune
and test prompts on Gemini 2.5 Flash (Google AI Studio / Vertex AI) and
OpenAI GPT-4o, benchmarking outputs against latency, coherence, and
collections compliance targets.
- Evaluate
how prompt length, token count, instruction complexity, and model parameters
(temperature, max_tokens, streaming) affect inference latency and per-call
cost.
- Implement
and iterate on system prompts, few-shot examples, persona definitions,
objection-handling branches, promise-to-pay capture logic, and fallback
scripts for edge-case scenarios.
- Conduct
structured QA audits on sampled collections call recordings, scoring
against defined parameters (script adherence, tone, promise-to-pay
handling, loan disclosure compliance).
- Maintain
a versioned prompt change log with A/B test configurations and measurable
outcome data; produce regular performance summaries for the Call Center
Manager.
- Coordinate
with the DC IT Technical Support Officer on API configurations, Webitel
IVR routing, SIP trunk settings, and system-level constraints that affect
prompt deployment.
- Collaborate
with collections strategy teams to translate DPD bucket cadence rules and
product-specific scripts (Boda, Tuk-Tuk, smartphone loans) into accurate
bot logic.
- Liaise
with AI vendors on ASR quality, voice synthesis settings, and
integration constraints relevant to Kenya collections operations.
- Monitor
per-call cost metrics and propose prompt changes that improve recovery
rates and ROI without compromising quality or compliance.
- Any
other duties that may be assigned.
Experience
- Minimum
1–2 years of hands-on experience in prompt engineering, conversational-AI
/ chatbot design, NLP, or a closely related role. Candidates with strong,
demonstrable project work and shorter formal tenure may be
considered.
- Demonstrated
experience designing and deploying prompts or dialogue flows for
production LLM or voice-bot systems — not solely experimental or academic
work.
- Track
record of tuning and evaluating prompts against measurable KPIs and
running structured A/B tests to improve real-world outcomes.
- Prior
exposure to contact-centre, telephony, or IVR environments, ideally in
collections, customer service, or financial services.
- Experience
in or alongside debt collections, lending, fintech, BPO, or banking operations
is a strong advantage.
- Experience
collaborating with cross-functional teams (IT, strategy, operations) and
managing third-party AI / voice-vendor relationships is desirable.
- Experience
producing English- and Swahili-language conversational content for a
Kenyan or East African customer base is highly desirable.
Qualifications
Education & Certifications:
- Bachelor’s
degree in Computer Science, Software Engineering, Computational
Linguistics, Data Science, or a related field. Equivalent, demonstrable hands-on
experience in prompt engineering or conversational AI will be considered
in lieu of a degree.
- A
reviewable portfolio of production prompt work — prompt libraries, system
prompts, evaluation harnesses, or published repositories — that can be
walked through at interview.
- Certification
in Google Cloud (Vertex AI / Generative AI), OpenAI, or an equivalent LLM
/ conversational-AI program is an added advantage.
Technical Skills:
- Hands-on
command of core prompt-engineering techniques: system and role prompting,
few-shot and chain-of-thought design, delimiter and Markdown structuring,
output schema and constraint control, and guardrail / fallback
design.
- Working
proficiency with at least one major LLM platform — Google Gemini (AI
Studio / Vertex AI) and/or OpenAI GPT-4o — including parameter tuning
(temperature, max_tokens, top-p, streaming) and a practical grasp of
tokenization and context-window economics.
- Understanding
of voice-AI pipelines — automatic speech recognition (ASR) and
text-to-speech (TTS) — and how transcription accuracy, latency, and
barge-in behaviour affect live call performance.
- Familiarity
with IVR / telephony concepts: Webitel or comparable contact-centre platforms,
SIP trunking, call routing, and API-based integrations.
- Ability
to read and reason about JSON API request/response payloads and to work in
API consoles (e.g., Postman). Basic scripting in Python or JavaScript for
prompt testing and batch evaluation is an advantage.
- Competence
in designing and interpreting A/B tests and quantitative metrics —
latency, containment, promise-to-pay rate, recovery rate, and
cost-per-call.
Language & Domain Knowledge:
- Full
professional fluency in English and Swahili, with the ability to author,
review, and QA bot dialogue and call scripts in both languages.
- Awareness
of debt-collections conduct standards and Kenyan consumer-protection and
data-privacy obligations, including the Data Protection Act, 2019 and CBK
consumer-protection expectations.
Personal Attributes:
- Strong
analytical and problem-solving mindset with meticulous attention to
detail.
- Comfortable
with ambiguous requirements and rapid, data-driven iteration.
- Clear
written and verbal communicator who can translate technical findings for
non-technical stakeholders.
- Self-driven
and organised, able to maintain a versioned change log across multiple
concurrent campaigns.
With us you will:
Feel Good
- a
competitive salary
- a
friendly and dynamic work environment
- an
excellent well-being program:
- health
insurance (after probation period)
- pension
scheme (after probation period)
- active
social life and events
Win
- Fast
results without the friction of bureaucracy
- great
victories due to the transparency of the company and its goals
- bonuses
and awards for the great work
- participate
in victory celebrations with your co-workers
Grow
- together
with an intelligent team
- yourself
and the company with the established feedback culture
- your
knowledge with training possibilities
Debt Collection Process Lead at Mogo
What you will do:
We are looking for a data-driven and hands-on Debt
Collection Process Lead to design, optimize, and manage end-to-end collections
workflows for vehicle and device finance in Kenya.
In this role, you will lead initiatives that strengthen the
customer repayment experience while ensuring collections operations remain
efficient, compliant, and scalable. On a day-to-day basis, you will work
closely with the Head of Debt Collection and partner teams across Credit/Risk,
Customer Service, Product/IT, and Legal to turn data insights into operational
improvements.
This is a high-impact role for someone who is proactive,
structured, and takes full ownership.
Key Roles and Responsibilities
Process design & optimization
- Design
and continuously improve consumer collections processes across all
delinquency stages
- Introduce
and scale automation (case allocation rules, workflows, customer
communications) and explore robotics/AI use cases to improve efficiency
and cost-to-collect.
- Audit
current workflows, improve them end-to-end (test and implement changes),
and design new processes where needed.
Documentation & training
- Create
and maintain SOPs, playbooks, and training materials to ensure consistent
execution across internal teams and external partners (if applicable).
- Support
onboarding and continuous training for collections agents and related
stakeholders.
Cross-functional delivery
- Partner
with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency
partners to implement data-driven collections improvements.
- Coordinate
testing and rollouts of new strategies, communications, tooling changes,
and policy updates.
Continuous improvement
- Use
customer feedback, agent input, and performance analytics to identify
bottlenecks (e.g., contractability, broken PTP, queue management, dispute
handling).
- Propose
improvements, drive execution, and track impact through clear initiatives
and timelines.
Compliance & governance
- Ensure
processes, scripts, and customer communication standards meet local
regulatory requirements and internal policies.
- Maintain
alignment with consumer protection principles, complaint handling
expectations, and audit readiness.
Performance measurement & reporting
- Monitor
performance metrics and initiative results using tools such as Power BI
and SQL (or equivalent reporting systems).
- Communicate
outcomes and next steps clearly to stakeholders, including regular updates
to the Head of Debt Collection.
What you will need:
- Experience
improving operational processes
- Comfortable
working with data and dashboards to understand performance and track
results (strong Excel skills).
- Ability
to work with different teams and get things done together (Customer
Service, Credit/Risk, Product/IT, Legal, and external partners when
needed).
- Strong
sense of ownership, with good communication and stakeholder management
skills.
- Willingness
to relocate to Nairobi (Kenya).
Nice to Have
- Experience
with debt collection processes.
- Interest
in automation and practical tech improvements (rules-based case
allocation, workflow tools, customer communications; curiosity about AI is
a plus).
- Working
experience with Power BI, SQL, or similar tools.
Benefits & Why Join Us
- Multicultural
and professional team dynamic.
- Results-oriented
bonus system.
- Housing
allowance and periodic flights back to home country.
- Relocation
support (flights to Nairobi, visas).
- Health
insurance.
Debt Collection Admin Intern at MOGO Auto Limited
MOGO Auto Limited is part of Eleving Group, an international fintech company
operating in sixteen countries across three continents. We are a world-class,
reliable, and internationally trusted partner, expanding access to finance in
Kenya to promote upward social mobility. Our portfolio encompasses a range of
financial products, including car financing, motorcycle financing, tuk-tuk
financing, electric motorcycle financing, logbook loans, and vehicle financing.
Since entering the Kenyan market in 2019, we have financed
over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024,
our new motorcycle financing issuances surpassed the 230 million Kenya shilling
mark.
Our growth is attributed to a focused market growth
strategy, a strong emphasis on data and technology, and robust risk management
structures. We process loan requests within 24 hours and offer flexible
repayment terms of up to 60 months.
Our mission is to provide convenient and affordable
financing solutions to our customers, backed by a lowest price guarantee.
MOGO is one of the few financial companies globally that
finances cars of any age, brand, or model. We empower our customers to choose
vehicles from trusted dealerships through our user-friendly online car
portal.
Mogo Auto Limited recently signed a commitment letter with
Development Finance Corporation (DFC), for a $10 million loan to finance
electric vehicles in Kenya.
Our goal is to facilitate upward social mobility across
Kenyan communities by providing innovative and sustainable financial solutions.
We strive to build mutually beneficial partnerships with our customers, helping
them find the best deals and guiding them through the purchasing process.
Join us – you’ll love working in a collaborative and
non-bureaucratic environment that is fun yet stable and sustainable.
What you will do:
- Updating
ERP both internal and external cases.
- Sending
SMS to clients after the bike is repossessed.
- Attending
to field officers, real time.
- Daily
report on field officer’s performance.
- Waiver
of penalties
- Making
amendments on ERP, restructures, balloon, capital reduction, change of due
date.
- Logbook
release.
- Generating
loan statements, final balance
- Creating
invoices for external auctioneers
- Resolve
daily administrative problems.
- Provide
information to customers by answering questions and requests
- Support
of customers who visit the office on repossessed units in the yard and
negotiating for payments.
- Organize
and co-ordinate assignments of daily field assignments.
- Any
other duties assigned.
What you will need:
- Diploma/Degree
in Business Administration or related field.
- Strong
desire to learn along with professional drive
- Excellent
communication and interpersonal skills.
- Strong
analytical & problem-solving skills.
- Excellent
computer skills
- Ability
to adapt quickly and work independently.
- Fluent
in English and Swahili
With us you will:
Feel Good
- Monthly
stipend of Ksh. 15,000.
- Friendly
and dynamic work environment.
- Opportunity
of being absorbed as a permanent employee after six months based on
performance.
- Support
from a professional international team.
- Opportunity
for personal development
Win
- Fast
results without the friction of bureaucracy
- great
victories due to the transparency of the company and its goals
- bonuses
and awards for the great work
- participate
in victory celebrations with your co-workers
Grow
- together
with an intelligent team
- yourself
and the company with the established feedback culture
- your
knowledge with training possibilities