Open to opportunities

Shadrack Nthenge

@shadracknthenge

Message

Quality-focused operations professional driving measurable QA improvements and team growth.

Kenya

Message

What I'm looking for

I am looking for a role where I can lead QA initiatives, mentor teams, implement process improvements, and drive measurable quality gains in a collaborative environment.

I am a goal-oriented quality assurance and operations professional with a proven record of improving team performance and quality scores across data-centric work streams. I consistently use one-on-one coaching, targeted refresher training, and performance analysis to raise standards and sustain improvements.

Across roles from Agent to Quality SME and Quality Reviewer, I led measurable change — steering teams from low quality baselines to as high as 99% through individualized feedback, mentoring, and process adjustments. I also prepared performance reports, communicated client feedback, and participated in client calibration to ensure alignment with expectations.

I bring strong Microsoft Office proficiency, clear verbal and written communication, and the ability to wear multiple hats to support operational goals. I seek to continue empowering teams, reducing defects, and delivering reliable, client-aligned output.

Experience

Work history, roles, and key accomplishments

Quality Reviewer

Samasource Kenya Limited

Apr 2021 - Jan 2024 (2 years 9 months)

Led quality improvements across the workstream, raising team quality score from 49% to 99% through one-on-one coaching, standards definition, and stakeholder communication.

Quality Assurance Coaching performance reporting Root Cause Analysis Microsoft Office

Quality SME

Samasource Kenya Limited

Jan 2020 - Mar 2021 (1 year 2 months)

Served as subject matter expert, improving POD quality from 88% to 98% and mentoring 9 editors to operate with minimal supervision.

Subject Matter Expert Mentoring Quality Assurance Performance Analysis Coaching Action Planning Reporting

Quality Check

Samasource Kenya Limited

Apr 2018 - Dec 2019 (1 year 8 months)

Performed quality checks and refresher trainings, maintained data program procedures, and conducted onboarding Gemba sessions to raise operator competency.

Data Verification Quality Control Training Onboarding Process Adherence Gap Analysis Reporting Microsoft Office

Agent

Samasource Kenya Limited

Mar 2016 - Jun 2018 (2 years 3 months)

Executed client tasks per instructions to meet daily metrics and SLAs, categorized items accurately, and supported account revenue and deliverable timelines.

SLA Management Metrics Time Management Attention To Detail Teamwork Microsoft Office