Quality Assurance Analyst (Fleet) at Mogo Finance

Key Responsibilities:

• Quality Monitoring Evaluation
• Conduct regular audits on fleet agents’ activities including repossession, vehicle tracking, handovers, and client engagements.
• Review and verify accuracy of data entries, reports, and documentation submitted by fleet agents.
• Ensure all processes follow internal SOPs, company policies, and compliance requirements.
• Identify errors, gaps, or non-compliance and provide corrective action plans.
• Performances Process Improvement
• Analyze trends and patterns in agent performance to identify areas for improvement.
• Recommend process changes or training needs to improve operational efficiency and service quality.
• Collaborate with operations and training teams to standardize best practices across branches.
• Reportings Feedback
• Prepare and submit periodic QA reports highlighting findings, risks, and action points.
• Provide timely feedback to Fleet Supervisors and Managers on audit outcomes.
• Track resolution of identified issues and verify that corrective measures are implemented.

What you will need:

• Diploma/Degree in Business Administration, or any other related business field.
• Should have Relevant Call center experience will be an added advantage.
• Strong desire to learn along with professional drive.
• Must have excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Must have excellent listening skills.
• Must have excellent computer skills.
• Must have excellent negotiation skills.
• Should have the ability to adapt quickly and work independently.
• Must be fluent in English and Swahili.