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Victor Rachuonyo

@victorrachuonyo

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Senior Quality Assurance professional improving customer experience through data-driven QA.

Kenya

Message

What I'm looking for

I’m looking to lead QA and customer experience improvements in a contact center—owning quality standards, calibration, coaching, and training—using reporting, audits, and root-cause actions to raise CSAT, reduce escalations, and strengthen operations.

I’m a highly dedicated Customer Experience/Quality assurance professional with proven results in Customer Experience and Quality Assurance process design and implementation, customer journey mapping, and Service recovery. I bring in-depth knowledge in contact center setup, operations, and management across quality, operations, and Training.

I’ve delivered measurable improvements through Voice of the customer survey work, agent support, result root cause analysis, and action planning to improve customer experience. At Chipper Cash and Multichoice, I led quality evaluations across channels, produced reporting and trend analysis, and strengthened performance through coaching, calibration, and QA systems management.

I also own training—onboarding for customer operations teams and ongoing development plans driven by CSAT, response time, response volume, and response accuracy. Highlights include developing QA evaluation tools and SOPs (authentication matrix and performance dispute resolution), driving calibration processes, and earning Employee of the Year (Quality Analyst, FY 2020–2021).

Experience

Work history, roles, and key accomplishments

Senior Quality Assurance Analyst

Chipper Cash

Jan 2022 - Mar 2024 (2 years 2 months)

Owned QA evaluation for live chats, emails, social conversations, and monitored telephone calls to ensure consistent customer experience quality. Led calibration and coaching programs, developed QA processes (including an authentication matrix SOP and QA evaluation form), and drove process improvements based on customer dissatisfaction drivers.

Quality Assurance Customer Experience QA Reporting & Trend Analysis Service Recovery Customer Value Management Mystery Shopping Jira & Linear Escalations Training Program Management

Quality Assurance Analyst

Multichoice Kenya

Aug 2018 - Dec 2021 (3 years 4 months)

Designed call monitoring formats and quality standards, performed call/email/live chat monitoring, and delivered trend insights to drive operational improvements. Led customer-experience process work across inbound and outbound queues, including new CX quality process design and QA/tele-sales evaluation integration during dialer migration.

Design Standards Trend Analysis Email Live Chat Quality Monitoring Outbound Quality & Coaching

Contact Center Team Lead

Horizon Contact Center

Jan 2018 - Jul 2018 (6 months)

Managed service recovery escalations within SLA/TAT, coached agents through live and side-by-side call sessions, and ran daily/weekly performance reviews. Supported new joiners with a structured nesting approach, ensuring adherence to quality standards while maintaining reporting and attendance administration.

Floor Support Side By Side Coaching Call Evaluation Performance Management Reporting Agent Development

Customer Care Representative

Horizon Contact Center

Aug 2017 - Dec 2017 (4 months)

Provided inbound customer support and maintained service quality through adherence to escalation processes and complaint resolution standards. Conducted CSAT survey calls, updated client information in CRM, and handled customer queries via online channels when required.

Customer Support Complaint Resolution CSAT Survey Calls Escalation Management Technical Support