CHRISTIANNE CHEBET
Quality Auditor
Nairobi
Summary
I am a detail-oriented and results-driven Quality Auditor with three years of experience at a fast-growing BPO. I have specialized in ensuring adherence to both internal quality standards and external regulatory requirements. My expertise lies in translating complex audit findings into actionable insights, which helps management optimize processes and maintain high levels of compliance. My goal is to secure a responsible position that promotes innovation and teamwork while contributing to the organization's success.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Team Lead
Salix Data Africa
Nairobi, Nairobi Province
11.2025 - Current
- Conduct daily quality audits ( 60 calls ) of customer interactions to ensure adherence to service standards, providing actionable feedback to team members.
- Deliver coaching and training to enhance team performance; facilitate skill development through one-on-one feedback sessions and team workshops.
- Monitor team performance metrics, set goals, and implement strategies to meet and exceed key performance indicators.
- Foster a collaborative and positive work environment, addressing personnel issues and promoting team engagement.
Quality Auditor
SALIX Data Africa
02.2025 - Current
- Monitor agent performance against the standard quality metrics
- Identify gaps in quality and recurring errors
- Delivering constructive feedback and coaching to agents
- Auditing webs and documents for quality assurance
- Collaboration with training department to improve processes and agent performance.
Assistant Team Lead
SALIX Data Africa
Nairobi, Nairobi Province
01.2023 - 02.2025
- Supervise call center agents and motivate them to meet performance targets.
- Address escalated customer issues and monitor key metrics like call volume and wait times.
- Analyze data to identify trends and improve efficiency and customer satisfaction.
- Ensure adherence to policies, manage schedules, and keep agents informed about updates.
- Communicate effectively with team members and conduct meetings to address concerns.
Call Center Agent
SALIX Data Africa
01.2022 - 01.2023
- Data retrieval and entry into CRM
- Making necessary calls to retrieve information
- Making key decisions on clients' homeowners insurance
- Organizing data on spreadsheets
Business Development Officer
Octagon Africa Financial Services
01.2021 - 10.2021
Education
Bachelor of Science - Industrial Chemistry
The University of Nairobi
Nairobi10.2021
High School Diploma -
Moi High School Kabarak
Nairobi, Nairobi Province, Kenya12.2016
Skills
Customer Service : Active listening, Effective communication, Empathy, Responsiveness
Strategic Planning
Problem Solving :Creativity, Analytical thinking, Resourcefulness, Collaboration
Leadership :Team motivation, Coaching, Decision making, Conflict resolution
Websites
Certification
Virtual Assistant
Timeline
Team Lead
Salix Data Africa
11.2025 - Current
Quality Auditor
SALIX Data Africa
02.2025 - Current
Assistant Team Lead
SALIX Data Africa
01.2023 - 02.2025
Call Center Agent
SALIX Data Africa
01.2022 - 01.2023
Business Development Officer
Octagon Africa Financial Services
01.2021 - 10.2021
Bachelor of Science - Industrial Chemistry
The University of Nairobi
High School Diploma -
Moi High School Kabarak