CMCynthia Mocheche
@cynthiamocheche
Results-oriented quality analyst with expertise in customer support.
KenyaWhat I'm looking for
I am a results-oriented and highly dependable professional with over 3 years of experience in the BPO industry. My expertise lies in quality assurance, customer support, and performance coaching for top-tier international campaigns. I have a proven track record of evaluating customer interactions, driving compliance, and enhancing service delivery through insightful analysis and one-on-one coaching.
In my role as a Quality Analyst at CCI Kenya, I have successfully monitored and evaluated customer interactions against compliance requirements and benchmarks. I am proficient in using CRM systems like Salesforce and Zendesk, and I am committed to accuracy, client satisfaction, and continuous improvement. My proactive approach fosters a high-performance culture and promotes customer-first service standards in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Quality Analyst – ATT Campaign
CCI Kenya
May 2024 - Jun 2025 (1 year 1 month)
Assessed agent-customer interactions against client, industry, regulatory, and legislative compliance requirements. Monitored and evaluated customer interactions for adherence to call quality standards and KPIs, including resolution, tone, and handling time.
Quality Analyst – Metro by T-Mobile
CCI Kenya
Sep 2023 - Apr 2024 (7 months)
Evaluated calls monthly for quality benchmarking, identifying improvement areas for individual agents and process workflows. Partnered with the QA Team Lead to monitor compliance and support timely escalations from frontline agents.
Call Center Agent - Metro by T-Mobile
CCI Kenya
Mar 2022 - Aug 2023 (1 year 5 months)
Managed day-to-day customer queries, prioritizing service experience in all activities. Maintained comprehensive records of customer interactions in CRM systems, detailing inquiries, complaints, and action steps taken.
Debt Collector
Oplay Kenya Limited
Mar 2021 - Feb 2022 (11 months)
Discussed payment options with customers to ensure prompt payment of their loans and inputted customer call responses and feedback into the OKash Bi System Collection module. Retained customer loyalty while initiating the process for collection of payments.
Education
Degrees, certifications, and relevant coursework
The Cooperative University of Kenya
Bachelor of Commerce, Finance
Grade: Second Class Honors, Upper Division
Completed a Bachelor of Commerce with a focus on Finance, achieving Second Class Honors, Upper Division. Gained comprehensive knowledge in financial principles and practices.
Baraka Computers Institute
Certificate, Computer Applications
Obtained a Certificate in Computer Applications, developing foundational skills in various computer programs and software.
Kenya Certificate of Secondary Education
KCSE, Secondary Education
Grade: B+
Completed the Kenya Certificate of Secondary Education, demonstrating proficiency across various subjects. Achieved a Grade of B+.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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