Jared Kipngeno

Key Competence

• Process & Policy Design- Standards Operating procedures (SOPs), Quality Management Systems (QMS) Policy framework
• BPO Quality & Training Modelling- L&D structure, Quality assurance metrics, Pareto analysis, Incidence tracking and Performance management planning
• Review programs- client possibilies planning, hierarchy of needs & expectations, client surveys (CSAT|CES|NPS)
• Product Development- system adoption & user experience, user acceptance tests, BRD for new implementations, system agility review
• Certified Auditor ISO9001|ISO27001
• Certified Green Belt Lean six sigma professional

Quality Coordinator| Sub-Saharan Africa 7/2022- Present

Glovo App

(Glovo App is a global leader in Q-Commerce Services)

QC:QA Ratio- 1:2

• Define Glovo’s quality standards, develop measurable & actionable quality OKRs for outsourced partners
• Build, coordinate and lead a strong collaboration model with Glovo’s partners and stakeholders
• Champion Glovo’s values by ensuring consistence, compliance and high standards (exceeding customer expectations)
• Elaborate Glovo’s global quality procedures and guidelines for sampling, collection & reporting of quality data
• Develop & Deploy hub level projects for measuring & monitoring defects, establish the root causes and implement corrective action
• Provide insights on drivers of underperformance (agent level, process level, CX level) & represent the voice of the customer in order to drive continuous improvement and user happiness
• Perform proactive deviation analysis (quantitative and qualitative) to identify the ACPT opportunities for improvement
• Detect coaching & training needs, establish the instance of defects and develop possibilities plan to ensure compliance with quality standards

Quality Lead | Internal Auditor | ISO9001 | ISO27001 7/2021 –6/2022

Samasource Kenya

(Samasource is a global leader and pioneer in delivering AI machine learning solutions)

QL:QA Ratio- 1:12

• Projects Quality Expert- set projects quality strategies, train & develop project quality resources, design the project rubric and execution model
• Quality Control- Perform critical business analysis of issues identified i.e. RCA and identify value-add opportunities for improvement, develop initiatives to drive efficiency, quality assurance and first right submission ensuring projects consistently meet and surpass their margins, PH and ROI.
• Auditor- Assess new and ongoing project work plans and workflows, auditing approaches with recommendations to optimize quality and productivity
• Promote excellent client service management through the development of collaboration initiatives, feedback implementation plans and action logs
• Lead and support special projects and initiatives ensuring smooth transition of projects from scoping to production
• Provide qualitative and quantitative feedback on compliance and transactional accuracy to stakeholders and management

Quality Assurance Lead 11/2019 –6/2021

d.light Kenya Limited

(d.light is a global leader and pioneer in delivering affordable solar-powered solutions)

QL:QA Ratio- 1:6

• Acted as the primary DOA (Delegation of Authority) for the Senior Call Center manager
• Audit customer user experience to identify opportunity areas, and recommend improvements- example of achievement was the adoption of a new autonomous IVR
• Develop call center operational structures including; Call center KPIs, quality rubrics, reporting templates, standard operating procedures (SOPs), knowledge portal and training guidelines- grew QA score from 60% to 92%
• Develop surveys and campaigns to identify loopholes in processes, products and systems and recommend solutions in order to improve customer experience
• Provide monitoring tools for tracking inefficiencies in customer supporting platforms i.e. SMS platform for delivery tokens to customers, USSD platform, and IVR- reduced service incidents and downtimes
• Provide an in-debt analysis of customer pain points via VOC and surveys to respective support teams- reduced TAT for resolving escalated issues
• Upskilling, tracking performance and appraising call center managers ensuring consistency in the overall customer experience- led to great efficiency within teams

Bachelor of Business Management-Aviation Option (Second Class Upper Division) 09/2008 – 12/2012

Moi University, Eldoret, Kenya