Agnes Wangeci

Results-driven Quality Assurance Analyst with over 4 years of experience leading customer experience quality initiatives within the financial services sector. Proven record of designing and implementing QA frameworks, conducting rigorous audits, and translating customer feedback into measurable service improvements.

Recognized Top

Performer at Platinum Credit Ltd in 2022 and 2024 for consistently exceeding quality and performance targets. Skilled in manual and automated QA processes, team mentoring, and data-driven decision making, with a strong commitment to compliance and service excellence.

Quality Assurance Analyst, Customer Experience - Platinum Credit Ltd - Nairobi

(2021-01)

• Recognized as Top Performer in 2022 and 2024 for consistently exceeding quality assurance and customer experience targets.
• Lead quality assurance initiatives to ensure exceptional customer experience across multiple touchpoints.
• Develop and implement QA processes, standards, and guidelines to enhance service quality.
• Conduct regular audits and evaluations of customer interactions to identify areas for improvement.
• Collaborate with cross-functional teams to develop and execute strategies for process improvements.
• Analyze customer feedback and data to drive actionable insights and recommendations.
• Train and mentor new QA team members on best practices and company standards.
• Prepare detailed reports on QA findings and present them to senior management.
• Conduct comprehensive quality assessments of customer interactions to ensure compliance with company policies.
• Identify and document defects, inconsistencies, and areas for enhancement in the customer service process.
• Work closely with customer service teams to address and resolve quality issues promptly.
• Monitor performance metrics and provide feedback to improve service delivery.

Diploma in Journalism (Broadcast) - Journalism - Multimedia University of Kenya (MMU) (2013-01 - 2014-12)

Kenya Certificate of Secondary Education (KCSE) - Nginda Girls Secondary School (2009-01 - 2012-12)

Kenya Certificate of Primary Education (KCPE) - Jomo Kenyatta Academy (2001-01 - 2008-12)