Patrick Ngetich
@patrickngetich
Experienced Quality Analyst specializing in QA, data management, and process improvement for customer-focused operations.
KenyaWhat I'm looking for
I am an experienced Quality Analyst with a strong background in customer service, data management, and quality control within multicultural teams. I have led QA enforcement, produced actionable performance reports, and driven process improvements to meet project KPIs.
At Samasource Kenya Ltd I analyzed agent outputs, identified training needs, and collaborated with operations to revise standards, producing daily, weekly, and monthly quality reports to inform stakeholders. I also performed seed data analysis to improve production efficiency and supported team skill development through coaching and feedback.
Previously I held roles in annotation, procurement, warehousing, and branch management, giving me broad operational insight and strong decision-making, communication, and project management skills. I bring a service-focused mindset and a track record of identifying gaps and implementing improvements that support delivery and customer goals.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Samasource Kenya Ltd
Jan 2019 - Jun 2024 (5 years 5 months)
Managed QA policies and analyzed agent output to improve quality, delivering daily/weekly/monthly reports and driving training that improved adherence to project KPIs and delivery schedules.
Agent
Samasource Kenya Ltd
Aug 2017 - Dec 2018 (1 year 4 months)
Performed image annotation and web research to support project data workflows and maintain data quality for machine-learning datasets.
Warehouse Clerk
Chai Trading Company Limited
Aug 2015 - Nov 2016 (1 year 3 months)
Maintained IN/OUT stock records, loaded shipping containers, performed repairs on damaged tea bags, and ensured warehouse cleanliness and maintenance.
Procurement Clerk
Kenya Tea Development Agency
May 2014 - May 2015 (1 year)
Raised purchase orders, matched invoices to supporting documents, maintained filing systems, supported tender evaluation, and managed supplier inquiries to ensure timely deliveries.
Branch Manager
Bon Voyage Ltd
Oct 2012 - Mar 2013 (5 months)
Managed daily Mpesa and airtime sales reporting, ensured float availability and distribution, handled customer complaints, and supported inventory and procurement projects.
Education
Degrees, certifications, and relevant coursework
JTJomo Kenyatta University of Agriculture and Technology
Bachelor of Science, Purchasing and Supplies Management
2008 - 2011
Completed a Bachelor of Science in Purchasing and Supplies Management focused on procurement and supply chain practices.
JTJomo Kenyatta University of Agriculture and Technology
Diploma, Purchasing and Supplies Management
2005 - 2006
Completed a Diploma in Purchasing and Supplies Management covering procurement processes and tendering.
JTJomo Kenyatta University of Agriculture and Technology
Certificate, Purchasing and Supplies Management
2005 - 2005
Completed a Certificate in Purchasing and Supplies Management providing foundational procurement knowledge.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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