Quality Assurance Analyst at MOGO Tanzania

MOGO Tanzania is inviting applications from qualified and experienced candidates for the position of Quality Assurance Analyst in Dar es Salaam. This opportunity is suitable for professionals with experience in quality assurance, customer service, call center operations, or related functions who can evaluate service quality and help improve customer experience.

The Quality Assurance Analyst will play an important role in monitoring inbound and outbound customer calls, assessing employee performance against approved quality standards, identifying service gaps, and providing actionable feedback. The successful candidate will also prepare quality reports, support coaching and training initiatives, and help ensure compliance with company policies and customer service standards.

Responsibilities

• Evaluate inbound and outbound calls using approved quality evaluation scorecards.

• Conduct regular feedback sessions with call center representatives.

  

• Provide detailed and actionable feedback based on quality evaluations.

• Recommend appropriate training and coaching requirements based on identified performance gaps.

• Monitor compliance with customer service standards and internal company policies.

• Participate in side-by-side call monitoring sessions.

• Participate in calibration sessions to maintain consistent and accurate quality scoring.

• Conduct mystery calls to assess representatives' understanding of new products, services, or processes.

• Identify trends, performance gaps, and opportunities for continuous improvement.

• Prepare comprehensive daily, weekly, and monthly Quality Assurance performance reports.

• Support continuous improvement of call center performance and customer service standards.

Qualifications and Requirements

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, Human Resource Management, Communications, or a related field.

• At least 1–2 years of hands-on experience in Quality Assurance, Customer Service, Call Center Operations, or a similar role.

• Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.

• Familiarity with CRM systems, call recording software, and quality assurance monitoring tools.

• Strong understanding of call center quality assurance principles.

• Good knowledge of customer service best practices.

• Practical experience evaluating calls using quality monitoring scorecards.

• Strong analytical skills with the ability to identify trends, performance gaps, and improvement opportunities.

• Excellent verbal and written communication skills.

• Ability to provide constructive and actionable feedback.

• Strong attention to detail and commitment to quality standards.

How to Apply

Interested candidates should submit their applications online through the MOGO Tanzania recruitment platform.

Apply through the official application link

Application Deadline: 22 August 2026.

Final Thought

The Quality Assurance Analyst position at MOGO Tanzania offers an opportunity for professionals with customer service and quality monitoring experience to contribute directly to improved call center performance and customer satisfaction. Candidates who meet the academic, technical, analytical, and communication requirements are encouraged to submit their applications before the deadline.