Job Description
Our Company Our work is not just about setting up an internet cable in your house, its about helping you open up to new opportunities for entertainment, education, work, and social connections, which come through the internet. Weve been doing this since 2012, when our company was originally founded at the foothills of Mount Kenya, in Nanyuki. Today, we ha…
CST – Quality Assurance & Call Center Team Lead
ROLE SUMMARY
- The QA & Call Center Team Lead will manage Mawingu’s call center and quality assurance operations, ensuring exceptional service delivery, agent performance, and customer satisfaction through effective queue management, real-time monitoring, coaching, and continuous improvement. The role also provides leadership support to the Retention Manager when needed.
KEY RESPONSIBILITIES
- Oversee daily call center operations and workforce planning Implement and monitor QA frameworks for calls, chats & tickets
- Lead coaching, onboarding & performance improvement
- Analyze reports & data for better CX outcomes
- Collaborate across teams to boost customer retention
QUALIFICATIONS
- Bachelor’s degree in Business, Communication, IT, or related field.
- Minimum 1 year experience in a call center leadership or QA role, preferably within a service-oriented or telecom/ISP environment.
- Proven track record in workforce planning, queue management, and performance coaching.
- Strong analytical and reporting skills with proficiency in Excel, Power BI, call center tools, Al and QA platforms.
- Excellent communication, leadership, and people management skills.
- Strong understanding of customer service principles and experience improvement strategies
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