Agnes Sidi
@agnessidi
Dedicated quality assurance professional with customer service and finance experience.
KenyaWhat I'm looking for
I am a dedicated and responsible QA professional with hands-on experience in call center operations and foundational finance work. Promoted from Call Agent to QA at CCI Kenya, I evaluate recorded interactions, perform quality control checks, coach agents, maintain scorecards, and collaborate on process improvements to drive service excellence.
Previously, I supported high-volume inbound/outbound customer service, managed call systems, and completed a finance internship at Kenya Medical Training College where I prepared financial reports and built spreadsheets and databases. I value teamwork, continuous learning, and hard work, and I bring attention to detail and a commitment to improving customer outcomes.
Experience
Work history, roles, and key accomplishments
Quality Assurance Analyst
CCI Kenya
Feb 2025 - Present (8 months)
Promoted from Call Center Agent to QA; evaluate recorded customer interactions, perform quality checks, deliver coaching, and maintain scorecards to improve service quality and compliance.
Call Center Agent
CCI Kenya
Sep 2022 - Jan 2025 (2 years 4 months)
Handled high-volume inbound/outbound calls, resolved customer inquiries, maintained call control and scripts, and met performance benchmarks to deliver fast, accurate service.
Finance Intern
Kenya Medical Training College
May 2022 - Jul 2022 (2 months)
Supported finance department by developing spreadsheets and databases, assisting in preparation of weekly to annual financial reports, and performing administrative tasks for special projects.
Education
Degrees, certifications, and relevant coursework
MUMaseno University
Bachelor of Arts, Business and Economics
Bachelor of Arts in Business and Economics completed at Maseno University in December 2022.
Naromoru Girls High School
KCSE, Secondary Education
Grade: B+
Completed Kenya Certificate of Secondary Education (KCSE) with a grade of B+ in 2015.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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