Quality Assurance Officer

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. 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.

At least 2 years of experience working in a Sacco, microfinance institution, or bank—ideally in a customer-facing or supervisory role; strong people skills with the ability to give actionable feedback; comfort with reading and acting on daily performance data from spreadsheets; clear written and verbal communication skills; ability to chair meetings effectively; diploma or degree in Business, Finance, or a related field—or equivalent experience demonstrating the same capability.