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Esther Wainaina

@estherwainaina

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Service-driven quality assurance and customer support professional specializing in data labeling.

Kenya

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What I'm looking for

I seek a role where I can apply QA and customer support expertise, collaborate across teams, drive process improvements, and grow in data labeling or client-facing operations.

I am a versatile, service-driven professional with a Bachelor's degree in Public Relations and a Diploma in Travel and Tourism, with hands-on experience in call center support and data labeling quality assurance. I have led QA efforts at Samasource, conducting error analysis, data validation, and providing feedback and technical guidance to annotators to maintain high-quality datasets while adhering to data privacy standards.

I excel in client engagement, clear communication, and cross-team collaboration, and I have practical experience designing travel packages and handling high-volume customer interactions. I am committed to continuous learning and improving processes to deliver accurate, efficient results in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist

Samasource

Jan 2022 - Jun 2025 (3 years 5 months)

Oversaw quality assurance for data labeling projects, conducted error analysis, and improved annotation accuracy to meet client guidelines and quality targets. Provided feedback, technical guidance, and training to annotators while ensuring data privacy and cross-team collaboration.

Quality Assurance Data Labeling Data Privacy Project Coordination QA Tools

Customer Service Representative

Horizon Contact Centre

Jun 2020 - Dec 2021 (1 year 6 months)

Handled high-volume inbound and outbound calls, resolved customer queries, met service KPIs, and escalated complex issues while logging interactions in CRM to improve service quality and inform product teams.

Customer Service CRM Escalation Management KPIs Troubleshooting Communication Customer Feedback

Travel Agent Consultant

Fauna Safaris Limited

Mar 2019 - Nov 2019 (8 months)

Designed tour packages, managed hotel and safari bookings, coordinated group reservations, and followed up on quotations and payments to ensure timely confirmations and competitive pricing.

Tour Planning Reserving Quotation Management Client Communication