Caroline Mwaura. PMP®

Experience

• 

  Jumia Kenya

  Jan 2015 - Jul 2024

  Define and manage quality assurance strategies.Deploy new quality standards and processes.Provide insights on performance drivers and represent the voice of the customer.Perform proactive analysis for improvement.Design effective training programs and stay updated on trends.Plan and lead customer service projects, manage resources and mitigate risks.Engage stakeholders, facilitate change management and document project progress.Department planning, resourcing and budgeting. Show less Review Quality SLAs for Internal Teams and provide feedback for improvement.Offer coaching and performance improvement support to teams.Focus on customer satisfaction and the quality of service.Generate reports and conduct deep dives into Quality SLA data.Drive process improvement and support operational excellence.Provide technical expertise as a designated SME within the Quality Department.Participate in Project Launch and delivery, especially for matters affecting customer experience.Support peer upskilling and onboarding due to extensive organizational knowledge Show less Managed CXP - Customer Experience queue, facilitated surveys to improve CSAT and NPS scores.Handled order confirmation, cancellations, return requests, and coordinated with finance for refunds.Offered coaching and peer support to junior agents, ensuring adherence to SOPs.Managed customer queries via calls, Social Media, and chats, achieving First Call Resolution.Utilized Salesforce for operations and order placement/verification, including upselling.Held leadership roles such as Team Captain, contributing to overall team performance and success. Show less

  • Marketing Campaign Manager

    Jun 2024 - Jul 2024

  • Customer Service PMO | Training & Quality Manager

    Apr 2021 - Jun 2024

  • Quality Assurance Specialist

    Jan 2019 - Mar 2021

  • Customer Service Team Lead

    Apr 2016 - Dec 2018

  • Customer Service Executive

    Jan 2015 - Mar 2016
• 

  Glovo

  Aug 2024 - now

  Quality Coordinator Sub-Saharan Africa

  Manage quality control processes to optimize profitability and enhance customer satisfaction.Develop and implement quality control policies, procedures, and strategies.Lead and oversee a team of quality control personnel, providing guidance and support.Monitor and analyze quality control data, identifying trends and making improvement recommendations.Communicate with BPOs and other teams to ensure alignment of quality control processes with business objectives.Ensure accountability of BPOs and other teams for actions impacting operations.Conduct quality training sessions and workshops.Generate and deliver reportsConduct spot checks to ensure process calibration with external providers. Show less