Call Center Quality and Process Analyst Job Vacancy in Nairobi, Kenya - Church World Service

Position Title: Call Center Quality and Process Analyst - Kenya National Hire

Job Description

Reports To: Call Center Manager

Division: Programmes

Department: Programs, Refugee Communication

Job Location: Nairobi, Kenya

Grade Level: Grade 6, Specialist, National

Closing date: 2 Nov 2022  


Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.

Primary Purpose:

Call Center Quality and Process Analyst provides key support to the Call Center leadership in support and management of overall Call Center operations. The position ensure quality standards are maintained and delivered on every interaction with applicants and beneficiaries. The holder is specialized in analyzing Call Center processes and workflows to improve on effectiveness and efficiency. This position collaborates strategically with other departments to develop and harmonize Call Center Standard Operating procedures, processes, procedures and call scripts.

Essential Duties:

Quality Assurance

  1. Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
  2. Take a lead role in Call Center calibration sessions as scheduled by Call Center Management team.
  3. Generate accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality to assist the call center (CC) management with analysis for decision making.
  4. Assist in the development or implementation of call quality programs.
  5. Assist in creating Call Center refugee survey in coordination with CC Management, and provide analysis of the data collected.
  6. Provides focused quality audits and feedback.
  7. Collaborate with supervisors to share call quality issues regularly.
  8. Identify and support other opportunities for quality improvement across the team.
  9. Models and shares best practices with team members.

Process Analysis

  1. Support and communicate standards, processes, procedures and policy changes affecting delivery of excellent service.
  2. Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
  3. Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting compliance levels.
  4. Identify CC processing gaps, loop holes, issues and risks to the USRAP process and escalate to CC management.
  5. Perform additional duties and special assignments as needed to facilitate the efficient operation of the Call Center at RSC Africa, and Programs in general.



  • Five (5) years of experience within a Call Center is required
  • One (1) year of quality assurance work required
  • One (1) year experience as a process analyst is preferred


  • Demonstrated experience on MS Office Suite (MS Word, MS Excel, MS PowerPoint)
  • Experience in Tableau is preferred
  • Demonstrate strong organizational and time-management
  • Strong written and oral communication including presentation skills
  • Previous call quality monitoring experience or coaching / mentoring experience is preferred
  • Experience in conducting a calibrating session
  • Strong data analytical skills with data-driven approach
  • High level of reason and the ability to be objective
  • Strong attention to detail and data entry skills
  • Flexibility to adapt to changes in a growing organization
  • Self-motivated, positive attitude coupled with hard work
  • Ability to prioritize tasks with shifting deadlines and work on multiple projects simultaneously

Education & Certifications:

  • Bachelor’s Degree is required, or 4 years of work experience in lieu of a bachelor’s degree.
  • Master’s Degree is preferred.
  • Quality assurance certification is highly preferred.


  • Manage large and diverse workload under pressure with competing priorities.
  • Maintain the integrity of official records;
  • Analyse and solve complex problems and make sound decisions;
  • Work with minimal supervision
  • Maintain a high performance standard with attention to detail;
  • Work independently and contribute to overall operations of RSC Africa;
  • Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
  • Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
  • Must possess a strong work ethic and dependability
  • Ability to gather information for process improvement

Important Requirements:

  • Strong English communication skills, both written and oral
  • Ability to work in a multi-cultural environment required
  • Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.

Special Requirements:

  • COVID Vaccination is strongly recommended for all successful candidates
  • The candidate should be of good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa
  • This position is based in Nairobi, Kenya
  • This position requires use of laptops at all time, competence in Microsoft office packages is required.
  • This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program
  • Background check which includes references and an educational and criminal check is required before the start of employment for International applicants.
  • A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel.
  • Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.
  • Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
  • Fulltime
  • All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.

How to apply