Simon Njoroge
@simonnjoroge
10+ years in customer support and QA at Safaricom. I build SOPs, train teams, and keep quality consistent. Open to remote roles.
KenyaWhat I'm looking for
I’ve spent 10 years at Safaricom building the systems that keep large customer-facing teams consistent and accurate. I write the SOPs, design QA frameworks, run coaching, and ensure teams apply the same standards to every interaction, every shift.
I’m precise with ambiguous cases: I determine the right call, document the decision, and make it repeatable so everyone else can make the same call next time. In social media care, I managed quality across a 35-agent team by building a full SOP library for escalation workflows, response classification, and edge-case handling.
I run structured training and evaluation, then use weekly reviews of annotated interaction data to find schema gaps and recurring inconsistency patterns—feeding fixes back into updated guidelines. I’ve also improved performance through measurable programs: CSAT to 95% (a 15% uplift) after rolling out new training and QA, 22% individual performance improvement in call center coaching, and strong customer outcomes including 95% satisfaction and sub-3-minute average handle time.
Experience
Work history, roles, and key accomplishments
Social Media Team Manager
Safaricom PLC
Dec 2012 - Present (13 years 6 months)
Managed quality, consistency, and performance across a 35-agent social media care team by building a full SOP library and QA framework for escalation, response classification, and edge-case handling. Trained agents against defined accuracy benchmarks and increased CSAT to 95% (15% improvement) within 6 months, while reducing average response time after onboarding a new social media platform.
Call Center Team Manager
Safaricom PLC
Jul 2010 - Dec 2012 (2 years 5 months)
Led agent quality, coaching, and process improvement for a high-volume inbound call center by creating a replicable coaching framework with measurable evaluation criteria. Streamlined monitoring and escalation procedures and improved CSAT to 96%, including a 15% uplift tied to updated resolution protocols.
Technical Support Analyst
Safaricom PLC
Jan 2006 - Jul 2010 (4 years 6 months)
Provided front-line technical support for consumer and business products, handling 100+ calls daily while maintaining 95% customer satisfaction and achieving top-performer status. Resolved complex complaints with average handle time under 3 minutes and improved retention by identifying churn-risk patterns and delivering targeted resolutions.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Arts, Sociology & Economics
2002 -
Bachelor of Arts in Sociology & Economics at the University of Nairobi in 2002.
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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