Daniel Mbwika
@danielmbwika
Dedicated Quality Analyst with a passion for customer satisfaction.
KenyaWhat I'm looking for
I am a self-motivated professional committed to delivering exceptional customer service and value. My journey in quality analysis has allowed me to develop strong relationships with clients and team members, ensuring that organizational goals are met through effective teamwork and communication.
In my current role as a Quality Analyst at Sama Kenya, I serve as a key point of contact for clients and project managers, providing coaching and training to enhance workflow quality. My ability to analyze performance and offer constructive feedback has significantly contributed to the development of quality policies and processes within the organization.
With a background in digital literacy and computer packages, I am dedicated to continuous learning and improvement. I thrive in environments that value teamwork, professionalism, and discipline, and I am eager to contribute to a company that shares these values.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Sama Kenya
Feb 2022 - Present (3 years 4 months)
As a Quality Analyst, I serve as the key contact for clients and management regarding QA processes. My role involves coaching the Ground Truth team, conducting quality assessments, and preparing performance reports to ensure high standards are met.
Subject Expert Matter (SME)
Sama Kenya
Nov 2021 - Feb 2022 (3 months)
In the role of SME, I provided real-time Q&A support to agents, identified gaps in project instructions, and coached new hires. I also assisted in driving best practices and communicated policy changes effectively.
Quality Reviewer
Sama Kenya
Jan 2021 - Nov 2021 (10 months)
As a Quality Reviewer, I analyzed agents' work against standards, provided feedback, and compiled quality reports. My role was crucial in identifying strengths and weaknesses within the team.
Data Entry Agent
Samasource Kenya
Feb 2019 - Jan 2021 (1 year 11 months)
In my role as a Data Entry Agent, I reviewed and corrected data according to client guidelines, conducted content classification, and contributed to team efforts to achieve results.
Education
Degrees, certifications, and relevant coursework
Ikave High School
Kenya Certificate of Secondary Education, Secondary Education
2013 - 2016
Achieved the Kenya Certificate of Secondary Education, completing a comprehensive secondary education curriculum.
Complink Computer College
Certificate, Computer Applications
2016 - 2016
Earned a Certificate in Computer Packages, gaining essential skills in various computer applications and software.
Samasource
Training Certificate, Digital Literacy
2019 -
Completed training in Digital Literacy and Image Annotation, focusing on enhancing digital skills and understanding of image processing.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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