Britam, a leading diversified financial services group in the region, is seeking to recruit a highly motivated and detail-oriented Quality Assurance & Reporting Analyst to join its dynamic Contact Centre team in Nairobi, Kenya. This position offers a unique opportunity for a professional with a passion for customer service quality improvement and performance analysis to contribute to the overall customer experience strategy of Britam.
The successful candidate will be a crucial player in enhancing service delivery through the evaluation of service interactions, identification of quality gaps, and offering actionable recommendations to support continuous service excellence. This is a full-time, permanent role ideally suited to someone who thrives in a fast-paced customer-centric environment and has a proven track record in quality assurance and reporting functions within the contact centre or customer service operations.
Job Purpose
The Quality Assurance & Reporting Analyst is responsible for the assessment of the quality of service provided at all customer interaction points within the contact centre. The role will support contact centre leadership—team leaders and managers—by identifying gaps and delivering recommendations aimed at improving customer experience. Through audits, coaching, and analysis of service data, the role ensures that standards are met and performance continuously evolves.
Key Responsibilities
1. Quality Monitoring and Auditing
- Conduct ongoing analysis and auditing of various customer interaction data, including:
- Service incident records
- Email communications
- Voice call recordings
- Customer satisfaction surveys
- Identify deviations from established performance standards.
- Document findings and create summaries to highlight quality issues and potential improvement areas.
2. Feedback and Recommendations
- Provide structured and timely feedback in both verbal and written form to individuals and teams.
- Present quality audit findings in a format that is easy to understand and take action on.
- Make recommendations that align with strategic goals for improving service delivery.
3. Onboarding Assessment
- Participate in post-training evaluations of new hires through mock calls to assess their readiness for frontline responsibilities.
- Offer support and constructive feedback to new staff to build their confidence and competence.
4. Coaching and Development
- Design and deliver group coaching sessions tailored to address specific service quality deficiencies.
- Customize sessions based on individual or group performance trends.
- Follow up with agents and team leaders to monitor improvements and the effectiveness of interventions.
5. Process Improvement
- Use industry knowledge and customer service expertise to:
- Assess current service processes
- Recommend enhancements and process changes
- Identify best practices that could be adopted across the Contact Centre
6. Reporting and Data Analysis
- Utilize available tools and platforms within the Contact Centre environment to:
- Gather performance data
- Conduct trend analysis
- Identify root causes of quality-related issues
- Prepare comprehensive reports and dashboards that track performance against key quality metrics.
7. Collaboration and Standardization
- Work closely with the quality assurance team to:
- Harmonize audit and reporting processes
- Define and implement consistent quality standards
- Ensure a unified approach to customer experience management
8. Resource Planning and Scheduling
- Assist in managing workload balancing by supporting the scheduling of contact centre operations.
- Use data insights to forecast demand and suggest optimal staffing models.
9. Out-of-Hours Support
- Be available during after-hours and holiday periods to:
- Update call flow settings
- Modify automated message announcements
- Respond to urgent quality-related issues
10. Internal Training
- Offer training to colleagues and leadership teams on how to interpret quality reports and dashboards.
- Empower internal teams to use data effectively to support strategic decision-making.
Key Performance Measures
The performance of the Quality Assurance & Reporting Analyst will be evaluated based on the achievement of objectives outlined in their Personal Score Card. These metrics are designed to ensure alignment with Britam’s overall customer service goals and organizational strategy.
Required Experience and Knowledge
- Academic Background: Bachelor’s degree from a recognized university.
- Professional Experience: 2–3 years of experience in customer service, preferably in a quality assurance or contact centre role.
- Product Knowledge: Familiarity with Britam’s insurance products and services is essential.
- Communication: Must possess excellent oral, written, and interpersonal communication skills.
- Customer Service Techniques: Strong understanding of customer care methodologies and performance monitoring tools.
- Analytical Skills: Ability to interpret data and derive actionable insights for performance improvement.
- Decision-Making: Proven capability to make sound judgments based on data analysis and service evaluation.
- Organizational Skills: Demonstrated ability to plan, prioritize, and manage multiple responsibilities simultaneously.
Technical and Functional Competencies
- Regulatory Knowledge: Understanding of the insurance regulatory environment in Kenya.
- Product Insight: In-depth knowledge of insurance and financial services products.
- Sales and Marketing Acumen: Basic understanding of how customer service integrates with broader marketing and sales functions.
Work Location and Schedule
- Location: Nairobi, Kenya
- Organization: Britam
- Contract Type: Full-time, Permanent
- Work Shift: Day Job
- Availability: Immediate
Application Details
- Job Posting Date: 11 June 2025
- Unposting Date: Ongoing until the position is filled
- Job Code: 2500002M
- Number of Openings: 1
- Application Method: Interested candidates should submit their application via email as specified in Britam’s career communications. If not already provided, please check Britam’s official career website or contact their HR department for submission instructions.
Conclusion
Joining Britam as a Quality Assurance & Reporting Analyst offers an exciting and rewarding career opportunity for those who have a passion for excellence in customer service, data-driven quality improvement, and making a tangible difference in service delivery. You will play a vital role in not only identifying areas for development but also shaping and implementing solutions that enhance the customer journey across all touchpoints.
Britam continues to lead with integrity, innovation, and a customer-first approach. If you are committed to these values and want to grow your career with a reputable organization that values professionalism and performance, this is the right role for you.
Please ensure you include the Job Code: 2500002M in your email application subject line.
