ATS - Applicants Tracking System

Simply Intuite.

Quality and Performance Supervisor

FullTime Kenya, Nairobi Posted 21/02/2023, 1 year ago

Industry: Service

Role: Customer service

Salary Range: Confidential

Closing: 10/03/2023

Client: Confidential

Position: Quality and Performance Supervisor

Location: Nairobi.

Reporting to: Director Operations


Our client is looking who is in the high-tech space offering global technical services is looking for a Quality and Performance Supervisor to join their vibrant team in Nairobi.


  • Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.
  • Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.
  • Support employee development by providing detailed feedback.
  • Identifying gaps      in performance and knowledge for the new and old team
  • Submit relevant daily team performance reports as per the company standards.
  • Capturing individual performance on the system and analyzing the same to ensure adherence to expected quality.
  • Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.
  • Conduct frequent audits to ensure compliance with company standards.
  • Monitoring employee attendance and reporting gaps observed to the HR department for further disciplinary action if necessary.
  • Managing projects involving a team of employees working on specific tasks towards common goals.
  • Collaborates with all departments to ensure organization goals are met.





  • 6-10 years of experience as a Quality and Performance Supervisor or a similar role
  • BS degree in Management, Administration or a related field
  • Call center, customer service, or supervisory experience may be required.
  • Proficiency with technology, especially computers and software applications


  • Exceptional verbal and written communication skills.
  • Strong understanding of company products, policies, and services.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.