Position: Quality Assurance Analyst
Jubilee Group was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa.
Jubilee Group has spread its sphere of influence throughout the region to become the largest Composite insurer in East
Africa, handling Life, Pensions, Asset Management and Medical Insurance. Today, Jubilee is the number one insurer in East
Africa with over 1.9 million clients. Jubilee Group has a network of offices in Kenya, Uganda, Tanzania, Burundi. It is the only
ISO certified insurance group listed on the three East Africa stock exchanges – The Nairobi Securities Exchange (NSE), Dar
es Salaam Stock Exchange and Uganda Securities Exchange. Its regional offices are highly rated on leadership, quality and
risk management and have been awarded an AA- in Kenya and Uganda, and an A+ in Tanzania. For more information, visit
www.JubileeInsurance.com.
We currently have an exciting career opportunity for a Quality Assurance Analyst within Jubilee Life Insurance Limited.
The position holder will report to the Head- Customer Excellence and will be based at our Head Office in Nairobi.
Role Purpose
The role holder will ensure the delivery of superior customer experience by monitoring, evaluating, and enhancing service quality
across customer touchpoints, processes, and interactions. The role holder will also aim to drive continuous improvement in
customer satisfaction and operational efficiency by leveraging data-driven insights and best practices.
Main Responsibilities
Strategy
• Customer Experience Standards. Define, implement, and periodically review customer experience benchmarks to
ensure consistency and excellence.
• Touchpoint Optimization. Develop strategies to enhance the quality of interactions across all touchpoints, ensuring
alignment with organizational objectives.
• NPS Monitoring. Translate Net Promoter Score (NPS) insights into actionable strategies to drive improvements in
customer satisfaction and loyalty.
• Process Improvement. Identify and recommend systemic changes to improve the overall customer journey and align
it with best practices.
• CX Opportunities. Collaborate with stakeholders to identify and implement initiatives that enhance customer
experience.
Operational
• Conduct quality assurance audits, including call and service calibrations, to assess and improve performance across
all customer-facing touchpoints.
Job Ref. No: JLIL 430
• Analyse customer feedback, NPS data, and service performance to identify trends, recurring issues, and
improvement areas.
• Deliver gap analyses and coaching recommendations to frontline teams, ensuring alignment with CX standards.
• Conduct customer immersions and gather actionable insights to refine customer experience strategies.
• Monitor and evaluate the end-to-end customer journey to recommend and implement process improvements.
• Develop and deliver CX training programs to strengthen frontline capabilities in delivering exceptional service.
• Collaborate with cross-functional teams to uphold the organization’s customer excellence mission and ensure
alignment of processes with QA insights.
• Prepare and communicate detailed reports on quality performance, customer feedback, and improvement initiatives
to management and stakeholders.
• Lead the calibration process to ensure consistency in scoring quality assessments.
• Cascade CX standards and best practices across the organization to embed a culture of customer excellence.
Corporate Governance
• Adhere to and ensure compliance with internal policies, industry regulations, and best practices in quality assurance.
• Maintain the highest levels of objectivity and integrity in quality assessments and reporting.
• Support audits by providing accurate and timely documentation of processes and outcomes.
• Identify risks associated with service delivery and propose mitigative measures to safeguard customer satisfaction.
People & Culture
• Cross-Functional Collaboration: Actively participate in cross-functional project teams to drive collaboration,
innovation, and accountability across departments and the Group.
• Employee Collaboration Index: Participate in a minimum of 2 company projects per year with an 80% success rate
and engage in at least 1 Group-wide project per year.
• Skills and Competency Development Index: 100% compliance with your training plan annually to support personal
and professional growth, ensuring alignment with career paths and future challenges.
• Cultural Alignment Index (CAI): Attain the Company’s CAI target score by embedding Jubilee’s values (e.g.,
innovation, teamwork, excellence) into project execution and team dynamics.
• Conflict Resolution: Address interpersonal or project-related conflicts constructively, maintaining team morale and
focus on shared goals.
• Resource Advocacy: Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team
success.
Key Competencies
1. Strong understanding of life insurance products, services, and processes.
2. Proficiency in customer experience mapping, design thinking, and quality assurance methodologies.
3. Exceptional communication, interpersonal, and negotiation skills.
4. Ability to collaborate effectively in cross-functional teams and influence outcomes.
5. Analytical mindset with attention to detail and strong problem-solving abilities.
6. Agile and adaptive mindset with the ability to work under pressure and meet strict deadlines.
Academic Background & Relevant Qualifications
• Bachelor’s degree in Insurance, Finance, Business or any other related course.
• Diploma in Insurance.
• Certifications in QA methodologies, customer experience, or design thinking are an added advantage.
• Minimum of 5 years in call centre and service centre operations, with a focus on quality assurance and customer
experience.
• Proven track record in analysing customer feedback and implementing impactful process improvements.
• Experience in driving customer excellence initiatives in the insurance industry is preferred.
If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com
quoting the Job Reference Number and Position by 3rd September 2026.
Only shortlisted candidates will be contacted.
