Quality Assurance Officer

We currently have an exciting career opportunity for a Quality Assurance Officer within Jubilee Asset Management Limited. The position holder will report to the Customer Experience Manager and will be based in Nairobi.

Key Responsibilities:
Quality Audits and Monitoring

1. Conduct regular audits of client interactions, onboarding processes, and service delivery to ensure adherence to JAML’s quality standards.
2. Monitor key performance indicators (KPIs) such as client satisfaction scores, response times, and compliance rates.
3. Identify service gaps and recommend corrective actions to enhance client experience and operational efficiency. Data Analysis and Reporting
4. Analyze client feedback and performance data using CRM systems (e.g., Salesforce) and Microsoft Office (Excel, PowerPoint) to identify trends and improvement opportunities.
5. Prepare detailed reports on audit findings, compliance status, and quality metrics for management review.
6. Support the development of client service benchmarks and performance standards.

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