820 Hr Analyst jobs in Kenya

Lets Write Africa's Story Together
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description
JOB SUMMARY
The role holder is responsible for processing payments effectively and efficiently within alternate channels and ensures the required Operations contracts, guidelines, policies, and procedures are adhered to. He/she ensures adherence of data integrity and compliance while carrying out the day-to-day duties.

Key Tasks And Responsibilities
KEY MEASURABLE GOALS

• BAU delivery within set policies, procedures, processes, operating instructions, and standards
• Customer Service Improvement-Enhanced TAT, accuracy in processing and continuous improvement
• Financial Performance improvement, cost reduction and efficiency
• Operational Risk Controls- adherence and minimization
• Personal Development

Key Responsibilities

• Undertake accurate alternate channels transaction processing within set policies, procedures, guidelines and operating instructions and within the agreed service level agreements.
• Ensure to collate all alternate channels transactions and related documentation related to the transactions processed between the Bank and the customers involved.
• Carry out processing of alternate channels exception transactions and ensure it is done as per approved
• Service standards of Operations and escalate where required.
• Monitor and respond to all queries relating to alternate channels received, carry out investigations, and close within set controls and service level agreements.
• Management of claims investigations and perform all related activities to facilitate and keep an up-to-date claims register.
• Compliance to operational risk management framework within the team and facilitate periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls and highlighting issues discovered.
• Ensure timely submission of daily productivity, balancing of books of all accounts and reconciliations.
• Provide adequate support to stake holders on requests raised that are within alternate unit within service level agreements.
• Any other duties that may be assigned by the Line Manager from time to time.

Skills, Knowledge & Competencies
Knowledge Skills

• Analytical and problem-solving skills
• Planning and organization skills
• Interpersonal, communication and negotiation skills
• Excellent writing and presentation skills
• Knowledge of the bank's products, services and policies
• Excellent Customer Experience skills
• Analytical thinking
• Decisiveness & Judgement
• Personal Organization
• Meeting customer needs
• Managing relationships
• Self-development
• Adaptability
• Working with others
• Banking Certifications

Qualifications & Experience

• A University Degree in Finance/Accounting/Commerce or related field from a recognized university.
• Two years working experience in Bank operations

ANTI-MONEY LAUNDERING (AML) EXPECTATION
The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Performs simple clerical duties by applying office procedures including answering calls, managing basic financial transactions and recording, typing or word processing, filing, and other ad-hoc activities to increase efficiency.

Responsibilities
Administration

Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.

Document Management

Create, organize, and maintain files containing the correspondence and records of a senior colleague.

Document Preparation

Prepare routine letters, memoranda, reports, and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.

Work Scheduling and Allocation

Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Operations Management

Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.

Internal Client Relationship Management

Help manage internal client relationships by supporting others to build effective working relations.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Data Collection and Analysis

Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills
Action Planning, Client Management, Computer Literacy, Database Administration, Desktop Publishing (DTP), Executing Plans, Management Reporting, Network Administration, Numerical Aptitude, Office Systems, Oral Communications, Policies & Procedures, Report Review, Resource Scheduling

Competencies
Collaborates

Communicates Effectively

Drives Results

Ensures Accountability

Plans and Aligns

Tech Savvy

Education
NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date
23 October 2025 , 23:59

The Old Mutual Story

We are looking for a Telesales QA Analyst to join our Customer Retention Team; as we scale up and drive digital and financial inclusion across our markets.
About The Job
The Telesales
QA Analyst
ensures high levels of
First Call Resolution (FCR), Customer Satisfaction
, and compliance with company standards by monitoring and analyzing telesales interactions. The role drives continuous improvement through call evaluations, process refinement, and actionable insights.

What You'll Do

• Call Monitoring & Analysis
• Evaluate telesales calls to ensure adherence to call-handling standards, scripts, compliance, and customer experience guidelines.
• Identify quality gaps and trends impacting performance.
• Reporting & Recommendations
• Prepare regular quality performance reports for Telesales Management.
• Provide actionable recommendations to improve sales conversion, efficiency, and customer experience across CRM systems.

3
.
Quality Assurance Support

• Enforce QA processes and standards to ensure consistent and uncompromised service delivery.
• Partner with compliance and training teams to align QA practices with business objectives.

4
.
Process Design & Improvement

• Design, update, and document quality and compliance processes as business needs evolve.
• Proactively recommend process enhancements that improve agent productivity and customer experience.

5
.
Industry Trends & Benchmarking

• Stay informed on emerging call center QA practices, tools, and technologies.
• Benchmark against best practices to introduce innovative strategies that strengthen customer trust and loyalty.

6
.
Surveys & Feedback

• Conduct customer and agent satisfaction surveys to assess experience and gather insights.
• Recommend corrective actions to address recurring concerns.
• Coaching & Insights
• Partner with team leaders to coach telesales representatives using QA insights.
• Deliver feedback sessions that are constructive, supportive, and performance driven.

Experience/ Skills & Competencies/ Licences & Certifications/ Education Required

• Diploma in a relevant field (Business, Communication, Customer Service, or related)
• Over 2-3 years' experience as a Telesales Representative QA experience will be an added advantage
• Sales-focused, customer-centric and diligent.
• Exceptional writing and communication skills.
• In-depth understanding of M-KOPA business.
• Data analysis capability and ability to influence data-driven decisions.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.

Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at
m-
.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

• Lead and mentor a team of QA engineers.
• Develop and implement comprehensive test strategies and plans.
• Create and maintain detailed test cases and scripts.
• Execute various types of software testing (functional, regression, performance, UAT).
• Identify, document, and track software defects.
• Collaborate with developers to resolve issues.
• Advocate for quality throughout the SDLC.
• Implement and manage QA automation tools and frameworks.
• Ensure software meets performance, security, and usability standards.
• Contribute to process improvements in QA methodologies.

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Minimum of 6 years of experience in software quality assurance.
• Proven experience in a lead or senior QA role.
• Expertise in manual and automated testing techniques.
• Proficiency with QA testing tools and defect tracking systems (e.g., Jira).
• Strong understanding of agile development methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional written and verbal communication skills for remote collaboration.
• Experience working remotely and leading distributed teams is essential.
• Familiarity with the software industry trends around Ongata Rongai, Kajiado, KE , though not required for this remote role, may offer contextual understanding.

Role Description

This is a full-time on-site role for a Quality Assurance Specialist located in Nakuru, Kenya. The Quality Assurance Specialist will be responsible for implementing and managing quality assurance processes, conducting quality audits, ensuring adherence to Good Manufacturing Practice (GMP), and overseeing quality management systems. The role involves day-to-day tasks such as monitoring quality control procedures, preparing quality reports, and collaborating with other departments to maintain high quality standards.

Qualifications

• Experience in Quality Control and Quality Assurance
• Knowledge of Quality Management Systems and Good Manufacturing Practice (GMP)
• Proficiency in conducting Quality Audits
• Strong attention to detail and analytical skills
• Excellent communication and teamwork abilities
• Bachelor's degree in a related field such as Quality Management, Engineering, or a scientific discipline
• Prior experience in a quality assurance role is preferred

About Wise & Agile Solutions

At Wise & Agile Solutions, we empower organizations to streamline operations, embrace innovation, and deliver measurable results through technology. Our focus is on building smarter, faster, and scalable solutions, often blending AI-driven tools with practical business processes.

We are seeking a Business Analyst + Tester who can bridge the gap between requirements gathering and quality assurance. This hybrid role is ideal for someone who thrives on detail, understands user needs, and ensures flawless delivery of technology solutions.

Responsibilities

Requirements & Analysis

• Collaborate with stakeholders to gather, analyze, and document business requirements.
• Write clear, concise, and testable requirements and user stories.
• Assist in creating acceptance criteria and ensuring full coverage of functionality with QA.

Testing & Quality Assurance

• Support QA by validating functional coverage of requirements.
• Execute test cases (functional, regression, and integration) prepared by the QA team.
• Ensure delivered features align with documented requirements.
• Report, track, and retest defects with precision.
• Participate in UAT (User Acceptance Testing) and coordinate with end users.

AI & Automation Alignment

• Use AI-assisted tools for writing requirements, test scenarios, and documentation.
• Gain hands-on exposure to AI-based product testing.
• Contribute to AI-related projects by clarifying requirements and validating functionality.
• Skills & Qualifications
  Proven experience as a Business Analyst or in a hybrid BA/QA role.
• Strong understanding of SDLC, Agile methodologies, and QA practices.
• Experience in writing user stories, business requirements, and acceptance criteria.
• Ability to execute test cases and validate business flows effectively.
• Familiarity with defect management and bug tracking tools (e.g., , Jira, Azure DevOps).
• Comfort with AI tools for documentation and analysis.
• Strong analytical, problem-solving, and communication skills.
• Ability to work collaboratively with cross-functional teams (Product, QA, Dev, Stakeholders).
• Nice-to-Have
  Experience with low-code/no-code platforms and testing workflows.
• Basic SQL or data querying skills to validate backend workflows.
• Understanding of API testing and integration scenarios.
• Awareness of automation testing concepts (not primary responsibility).
• Experience in SaaS or startup environments.
• Certification in Business Analysis (CBAP, CCBA) or ISTQB (Foundation).

Why Join Us?

At Wise & Agile Solutions, you'll be more than just part of the process—you'll be at the core of shaping client success through innovation and agility. You'll gain hands-on experience with cutting-edge tools, collaborate with diverse teams, and directly see the impact of your work on real-world business transformation.

• Develop and implement comprehensive quality assurance policies and procedures for cleaning and sanitation operations.
• Conduct regular site inspections and audits to ensure compliance with established standards and regulatory requirements.
• Train and supervise cleaning staff on proper cleaning techniques, product usage, and safety protocols.
• Investigate and resolve sanitation issues and customer complaints promptly.
• Maintain detailed records of inspections, training, and corrective actions.
• Source and evaluate cleaning supplies and equipment for quality and cost-effectiveness.
• Stay updated on industry trends, new technologies, and best practices in cleaning and sanitation.
• Collaborate with management to set quality objectives and key performance indicators (KPIs).
• Ensure a safe and healthy working environment for all staff.
• Prepare reports on quality assurance findings and recommendations for improvement.

• Proven experience in a quality assurance or management role within the cleaning and sanitation industry.
• In-depth knowledge of sanitation principles, health regulations, and safety standards (e.g., HACCP).
• Excellent leadership, communication, and interpersonal skills.
• Ability to train and motivate teams effectively, particularly in a remote setting.
• Strong analytical and problem-solving abilities.
• Proficiency in using quality management software and tools.
• Detail-oriented with a commitment to excellence.
• High school diploma or equivalent; certification in a relevant field is a plus.