At Mukuru, every customer interaction matters. As a Manager: Quality Assurance, you’ll be at the forefront of shaping exceptional customer experiences across both human and AI-powered support channels. This is your opportunity to lead quality at scale, turning insights into action and ensuring every interaction meets the highest standard.
Why this role mattersYou won’t just oversee quality you’ll define it. From customer conversations to AI driven journeys, you’ll ensure consistency, drive improvements, and influence how millions experience our services.
What you’ll doLead quality, lead people
- Manage and mentor a team of QA Specialists and a QA Coach
- Drive performance, development, and a culture of continuous improvement
- Ensure escalations and complaints are handled effectively and professionally
Own the customer experience
- Define and maintain quality standards across all channels (voice, chat, social, email)
- Analyse customer feedback, complaints, and QA insights to identify pain points
- Turn insights into real operational and product improvements
Drive impact through insights
- Monitor trends in QA scores, escalations, and CSAT
- Conduct root cause analysis and provide actionable recommendations
- Deliver clear, data-driven reports to leadership
Shape the future with AI
- Establish and monitor quality standards for AI-enabled interactions
- Partner with AI teams to improve chatbot performance and automation journeys
- Identify and resolve automation gaps using QA insights and tools like Vela
Build systems that scale
- Develop and maintain QA frameworks, scorecards, and processes
- Ensure consistency, governance, and calibration across teams
- Continuously improve QA tools, methodologies, and workflows
- 5–7 years’ experience in Quality Assurance or Customer Support (contact centre environment)
- 3+ years in a leadership or managerial role
- Strong understanding of customer experience, QA frameworks, and escalation management
- Experience working with multi-channel support environments
- Ability to translate data into meaningful, actionable insights
- A strong leader who can coach, influence, and inspire teams
- Analytical thinker with a passion for solving customer pain points
- Comfortable working at the intersection of people, process, and technology
- Adaptable and resilient in a fast-paced, evolving environment
- Curious about AI and automation in customer experience
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
Skills Required
- 5-7 years' experience in Quality Assurance or Customer Support
- 3+ years in a leadership or managerial role
- Strong understanding of customer experience, QA frameworks, and escalation management
- Experience working with multi-channel support environments
- Ability to translate data into meaningful, actionable insights
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
