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
