Posted 1 day ago
Customer Service Quality Assurance & Trainer - Jumia (Full Time)
KenyaRemote
AI Summary
Ensures quality of customer service interactions, trains agents, and develops programs to improve customer experience across multiple support channels.
About this role
At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.
You need to follow simple guidelines:
- Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
- Apply with your Jumia e-mail.
What you will be doing:
- Responsible for the overall quality of the customer interactions
- Identify areas of service improvements and develop programs enhancing the overall quality of the customer’s experience when interacting with the CS agents
- Manage quality of CS agents’ interactions across different teams (inbound, outbound, Issue Resolution, Live chat, Social media, WhatsApp)
- Train staff to deliver a high standard of customer service
- Manage Customer Satisfaction performance (CSAT) and make agents reach the targets
- Facilitate training and development programs for newly hired and existing CS staffs
- Assess performance and identify coaching needs, then design training & development programs
- Design and lead feedback sessions based on evaluations and investigation findings
- Assess script compliance, agents’ knowledge and soft skills (e.g. greetings, diction, listening, etiquette, objection handling, efficiency, politeness, closing)
- Lead weekly calibration sessions based on audits & CSAT deepdives
- Monitor & improve the overall quality performance of all CS agents
What we are looking for:
- Proven experience as a CS Quality Analyst or Trainer in a fast-paced environment.
- Deep understanding of QA methodologies and coaching frameworks.
- Expertise in multi-channel support (Voice, Chat, Social Media, WhatsApp).
- Strong analytical skills to interpret CSAT, NPS, and internal quality scores.
- Excellent command of soft skills, diction, and professional etiquette.
- Ability to design engaging training materials and curriculum.
- Experience leading calibration sessions and providing constructive feedback.
- Proficiency in CRM tools and QA monitoring software.
Kindly make your application by 30th September 2026
Interview stages
- HR meeting with the Talent Acquisition
- Technical meeting with hiring manager
- Final meeting with the functional manager
Skills
Calibration SessionsCoaching FrameworksCRM ToolsCSAT AnalysisMulti-channel SupportNPS AnalysisPerformance AssessmentQA MethodologiesQA Monitoring SoftwareTraining Curriculum Design
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Market data for customer support roles
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.