Open to opportunities

Samuel Omache

@samuelomache

Message

Customer experience and quality assurance leader driving data-informed contact center and AI annotation excellence.

Kenya

Message

What I'm looking for

I seek a leadership role where I can drive quality and CX improvements through data-driven processes, team enablement, and AI-assisted systems in a collaborative, impact-focused environment.

I am a customer experience and quality assurance leader with deep hands-on experience in contact centre operations, QA frameworks, and AI annotation systems. I build processes, dashboards, and training programs that measurably improve service quality and operational efficiency.

My work spans contact centre optimization, quality system development, and data-driven decision-making — from designing annotation guidelines and automated QA dashboards to running large-scale training, audits, and performance management. I have delivered cost-saving, client-aligned improvements and led cross-functional projects that translate quality into business value.

I thrive on enabling teams to learn, adapt, and deliver at high standards, and I bring a practical, purpose-driven approach to leadership, process design, and stakeholder engagement that supports sustainable growth and better customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Quality & Instruction Specialist

Current

Sama

Feb 2025 - Present (10 months)

Design and maintain annotation guidelines, QA processes, and dashboards to improve labeling accuracy and reduce errors; lead training, root-cause analysis, and cross-functional initiatives that drive quality improvements for AI data projects.

Annotations Quality Assurance AI Training Data Root Cause Analysis LMS Dashboards Process Optimization

Current

Quality Assurance Supervisor

Current

Sama

Jun 2021 - Present (4 years 6 months)

Supervise and mentor QA analysts, conduct audits and performance evaluations, and design frameworks to close quality gaps while providing client-facing QA reporting and recommendations to improve account outcomes.

Quality Assurance Performance Monitoring Coaching Data Analysis Process Improvement

Current

Contact Centre Optimization Consultant

Current

Smart Global Solutions Kenya Limited

Jan 2020 - Present (5 years 11 months)

Provide operational and management support to optimize contact centre processes across voice and non-voice channels, lead project implementations, and deliver recruitment, training, and MI/business intelligence solutions to improve performance.

Contact Centre Optimization Process Engineering Project Management Training Delivery CRM Data Warehousing

Call Centre Lead, Quality & CX

Ponea Health

Aug 2020 - May 2021 (9 months)

Built and maintained systems for voice and non-voice interactions, led training and performance management, and implemented QA audits and surveys to improve customer experience and operational efficiency.

Quality Assurance Customer Experience Training Performance Management Survey Reporting

Contact Centers Manager

GOIP Limited

Mar 2016 - Jun 2020 (4 years 3 months)

Managed in-house contact centre operations, oversaw recruitment and training, optimized processes for quality and performance, and supported client integrations to drive service adoption and business growth.

Recruitment Training Budgeting Process Optimization CRM Incident Management Client Engagement

Quality & Training Assistant

Horizon Contact Centers

Jan 2015 - Feb 2016 (1 year 1 month)

Designed call monitoring formats and quality standards, managed LMS and assessment tools, delivered coaching and training materials, and produced quality reports to inform process improvements.

LMS Coaching Reporting

Advertising Business Executive

Nation Media Group

Jan 2013 - Jan 2015 (2 years)

Managed client portfolios and multi-channel campaigns, sold advertising solutions, conducted customer surveys, and compiled performance reports to support sales and marketing objectives.

Client Management Advertising Sales Campaign Execution Survey Reporting Social Media Account Management

Inflight Attendant

Kenya Airways

Feb 2008 - Nov 2012 (4 years 9 months)

Delivered inflight customer service and safety compliance, administered first aid and emergency procedures, supported onboard sales, and contributed to training and peer evaluations to uphold service standards.

Customer Service Safety Compliance Emergency Response Onboard Sales Training Teamwork Documentation

Direct Sales Representative

Barclays

Jan 2007 - Feb 2008 (1 year 1 month)

Achieved sales targets for retail banking products through door-to-door and digital channels, provided customer support across channels, and prepared business acquisition reports to inform product outreach.

Sales Customer Experience Lead Generation Reporting Door to Door Sales

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Master of Science, ICT Integration in Education and Instructional Design

2017 - 2019

Completed a Master of Science focused on ICT integration in education and instructional design, emphasizing technology-enhanced learning and curriculum development.

Egerton University

Bachelor of Business and Management, Marketing

2002 - 2006

Earned a Bachelor of Business and Management with a focus on Marketing, covering marketing principles, business management, and related practical skills.