Quality Assurance Officer

Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt, contact us MOMBO is Kenya’s premier mobile-only savings and credit co-operative society. Read more about this company Quality Assurance Officer Job Type Full Time , Onsite Qualification BA/BSc/HND , Diploma , MBA/MSc/MA

Expérience

Localisation

Job Field Customer Care, Success and Service

ABOUT MOMBO SACCO

Mombo Sacco is a fast-growing savings and credit cooperative helping members build financial security through smart savings, affordable loans, and digital money tools. We are building toward Ksh 1 billion in assets by 2030 — and our people are the engine behind that growth.

THE ROLE

Compétences requises

As a Quality Assurance Officer, you will coach and supervise a team of six front-line staff — helping them serve Mombo Sacco members well, hit their daily targets, and grow their skills month on month. You will work alongside a second QA Officer, and together you will lead a weekly team meeting with the broader 18-person Relationship Management team — tracking performance, celebrating wins, and putting support in place where it's needed.

WHAT YOU WILL DO

Coach your team daily.  Review every customer interaction your six direct reports complete, give them specific feedback, and help them improve week by week. Drive results.  Each team member has daily targets — new accounts, customer payments, savings deposits. You keep them on track and step in early when someone falls behind. Lead the weekly team meeting.  You and the other QA Officer take turns chairing a 45-minute meeting with the full team. You review the week's numbers, hold people accountable to their commitments, and help the group problem-solve together. Track monthly progress.  Every team member works toward a monthly performance score. You monitor their progress week by week and flag anyone who needs extra support before the month runs out. Report to management.  You send a daily update and a monthly performance report to the Performance Optimisation Officer (your direct manager).

WHO WE ARE LOOKING FOR

You do not need to be perfect — but you do need to be the kind of person who takes performance seriously, genuinely enjoys developing others, and can hold a team accountable with both firmness and encouragement. Experience.  At least 2 years working in a Sacco, microfinance institution, or bank — ideally in a customer-facing or supervisory role. People skills.  You know how to give feedback that actually changes behaviour, not just feedback that sounds good. Numbers comfort.  You are comfortable reading daily performance data from a spreadsheet and acting on what it tells you. Communication.  You write clearly, speak confidently in a group, and can chair a meeting that starts and ends on time.

Formation / Diplômes

Education.  A diploma or degree in Business, Finance, or a related field — or equivalent experience that demonstrates the same level of capability.

WHAT WE OFFER

Competitive salary  commensurate with experience. Monthly performance commission —  no cap. High performers earn meaningfully above their base salary every month. Full training provided.  We will teach you our systems, products, and ways of working. You bring the people skills; we provide the rest. Real career growth.  Mombo is growing fast. Strong performers are first in line for senior roles as the organisation expands. A culture that rewards results,  not years on the job. Check how your CV aligns with this job Method of Application Interested and qualified candidates should apply using the Apply Now button below. Build your CV for free. Download in different templates. Pour postuler a cette offre, cliquez sur le bouton "Postuler" afin d'acceder aux coordonnees du recruteur (email et/ou telephone).