We offer top-notch, long term Car financing in Nairobi and Mombasa to our prospective customers, which is up to 80% of any car’s value. With MOGO’s efficient mode of services, you get to drive your dream car in a very short period of time at a very convenient interest rate. We have more than 6 years’ experience providing fin Debt Collection Process Lead What you will do: We are looking for a data-driven and hands-on Debt Collection Process Lead to design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya. In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements. This is a high-impact role for someone who is proactive, structured, and takes full ownership. Key Roles and Responsibilities Process design & optimization Design and continuously improve consumer collections processes across all delinquency stages Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect. Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed. Documentation & training Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable). Support onboarding and continuous training for collections agents and related stakeholders. Cross-functional delivery Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements. Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates. Continuous improvement Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling). Propose improvements, drive execution, and track impact through clear initiatives and timelines. Compliance & governance Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies. Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness. Performance measurement & reporting Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems). Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection. What you will need: Experience improving operational processes Comfortable working with data and dashboards to understand performance and track results (strong Excel skills). Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed). Strong sense of ownership, with good communication and stakeholder management skills. Willingness to relocate to Nairobi (Kenya). Nice to Have Experience with debt collection processes. Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus). Working experience with Power BI, SQL, or similar tools. Benefits & Why Join Us Multicultural and professional team dynamic. Results-oriented bonus system. Housing allowance and periodic flights back to home country. Relocation support (flights to Nairobi, visas). Health insurance. Prompt Engineer Key Roles and Responsibilities Design, author, and maintain production-grade prompts for AI voice bots deployed across outbound debt collections campaigns and inbound collections IVR in English and Swahili. Optimise prompt structure using Markdown formatting principles (headers, delimiters, instruction hierarchy) to maximise model comprehension and minimise token overhead and call latency. Tune and test prompts on Gemini 2.5 Flash (Google AI Studio / Vertex AI) and OpenAI GPT-4o, benchmarking outputs against latency, coherence, and collections compliance targets. Evaluate how prompt length, token count, instruction complexity, and model parameters (temperature, max_tokens, streaming) affect inference latency and per-call cost. Implement and iterate on system prompts, few-shot examples, persona definitions, objection-handling branches, promise-to-pay capture logic, and fallback scripts for edge-case scenarios. Conduct structured QA audits on sampled collections call recordings, scoring against defined parameters (script adherence, tone, promise-to-pay handling, loan disclosure compliance). Maintain a versioned prompt change log with A/B test configurations and measurable outcome data; produce regular performance summaries for the Call Center Manager. Coordinate with the DC IT Technical Support Officer on API configurations, Webitel IVR routing, SIP trunk settings, and system-level constraints that affect prompt deployment. Collaborate with collections strategy teams to translate DPD bucket cadence rules and product-specific scripts (Boda, Tuk-Tuk, smartphone loans) into accurate bot logic. Liaise with AI vendors on ASR quality, voice synthesis settings, and integration constraints relevant to Kenya collections operations. Monitor per-call cost metrics and propose prompt changes that improve recovery rates and ROI without compromising quality or compliance. Any other duties that may be assigned. Experience Minimum 1–2 years of hands-on experience in prompt engineering, conversational-AI / chatbot design, NLP, or a closely related role. Candidates with strong, demonstrable project work and shorter formal tenure may be considered. Demonstrated experience designing and deploying prompts or dialogue flows for production LLM or voice-bot systems not solely experimental or academic work. Track record of tuning and evaluating prompts against measurable KPIs and running structured A/B tests to improve real-world outcomes. Prior exposure to contact-centre, telephony, or IVR environments, ideally in collections, customer service, or financial services. Experience in or alongside debt collections, lending, fintech, BPO, or banking operations is a strong advantage. Experience collaborating with cross-functional teams (IT, strategy, operations) and managing third-party AI / voice-vendor relationships is desirable. Experience producing English- and Swahili-language conversational content for a Kenyan or East African customer base is highly desirable. Qualifications Education & Certifications: Bachelor’s degree in Computer Science, Software Engineering, Computational Linguistics, Data Science, or a related field. Equivalent, demonstrable hands-on experience in prompt engineering or conversational AI will be considered in lieu of a degree. A reviewable portfolio of production prompt work prompt libraries, system prompts, evaluation harnesses, or published repositories that can be walked through at interview. Certification in Google Cloud (Vertex AI / Generative AI), OpenAI, or an equivalent LLM / conversational-AI program is an added advantage. Technical Skills: Hands-on command of core prompt-engineering techniques: system and role prompting, few-shot and chain-of-thought design, delimiter and Markdown structuring, output schema and constraint control, and guardrail / fallback design. Working proficiency with at least one major LLM platform Google Gemini (AI Studio / Vertex AI) and/or OpenAI GPT-4o including parameter tuning (temperature, max_tokens, top-p, streaming) and a practical grasp of tokenization and context-window economics. Understanding of voice-AI pipelines automatic speech recognition (ASR) and text-to-speech (TTS) and how transcription accuracy, latency, and barge-in behaviour affect live call performance. Familiarity with IVR / telephony concepts: Webitel or comparable contact-centre platforms, SIP trunking, call routing, and API-based integrations. Ability to read and reason about JSON API request/response payloads and to work in API consoles (e.g., Postman). Basic scripting in Python or JavaScript for prompt testing and batch evaluation is an advantage. Competence in designing and interpreting A/B tests and quantitative metrics latency, containment, promise-to-pay rate, recovery rate, and cost-per-call. Language & Domain Knowledge: Full professional fluency in English and Swahili, with the ability to author, review, and QA bot dialogue and call scripts in both languages. Awareness of debt-collections conduct standards and Kenyan consumer-protection and data-privacy obligations, including the Data Protection Act, 2019 and CBK consumer-protection expectations. Personal Attributes: Strong analytical and problem-solving mindset with meticulous attention to detail. Comfortable with ambiguous requirements and rapid, data-driven iteration. Clear written and verbal communicator who can translate technical findings for non-technical stakeholders. Self-driven and organised, able to maintain a versioned change log across multiple concurrent campaigns. With us you will: Feel Good a competitive salary a friendly and dynamic work environment an excellent well-being program: health insurance (after probation period) pension scheme (after probation period) active social life and events Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Quality Analyst Manager (Customer Experience & engagement) Purpose of the Role The Quality Analyst Manager (AI & Customer Experience) is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI-powered systems. The role combines people leadership, operational oversight, data-driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization. This position manages a team Quality Analysts, establishes QA frameworks, monitors performance trends, and leads initiatives to improve service quality, AI interaction accuracy, and operational effectiveness. The ideal candidate is a strong people manager with deep expertise in contact center quality assurance, coaching, analytics, and (emerging AI-assisted customer service environments), is an added advantage. Key Focus Areas Lead and develop the QA function Manage QA analysts, set quality standards, and drive a high-performance culture. Oversee AI call quality assurance Evaluate AI-handled interactions for accuracy, tone, compliance, escalation handling, and customer satisfaction. Work with AI QA portal to set variables, check results, flag any process gaps and own the entire ecosystem process from beginning the end. Drive operational improvement Use QA insights and analytics to identify trends, reduce defects, and improve customer experience outcomes. Ensure governance and compliance Maintain adherence to company policies, regulatory requirements, and quality standards across all customer interactions. Partner cross-functionally Collaborate with Operations, Training, Product, and AI/Automation teams to improve processes and performance. Key Responsibilities Leadership & Team Management Lead, mentor, and develop QA analysts. Set performance goals, conduct regular coaching sessions, and manage career development plans. Build a culture of accountability, continuous learning, and customer-centric quality excellence. Manage staffing, scheduling, and workload distribution within the QA function. Quality Strategy & Governance Design and maintain the QA framework, scorecards, calibration processes, and reporting standards. Ensure consistency and fairness in evaluations across human and AI-handled interactions. Lead calibration sessions with Operations and align on quality expectations. Monitor compliance with regulatory, security, and company policies. AI Interaction Quality Oversight Establish QA standards for AI-handled calls, chats, and automated interactions. Review AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation of appropriateness. Identify AI performance gaps, recurring customer pain points, and automation risks. Partner with AI/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness. Track AI-specific quality metrics and offer improvement feedback where necessary. Performance Monitoring & Reporting Analyze QA data to identify trends, root causes, and opportunities for improvement. Prepare and present quality reports, dashboards, and actionable insights to senior leadership. Measure the impact of coaching, training, and process changes on performance outcomes. Drive initiatives to improve CSAT, FCR, compliance, and overall service quality. Training & Continuous Improvement Collaborate with Training teams to design targeted learning programs based on QA findings. Develop best practices, knowledge-sharing sessions, and quality improvement initiatives. Champion continuous improvement methodologies to enhance efficiency and customer experience. What you will need: Degree/Diploma in Business/Social Science or any other related course. At least two years relevant experience as QTL or QM Excellent communication and interpersonal skills. Strong analytical & problem-solving skills. Ability to provide constructive feedback in a clear and professional manner. Ability to adapt quickly, work independently & have attention to detail. Previous work experience with AI quality audit tools Soft Collections Supervisor (Overdue) Duties and Responsibilities Key Responsibilities: Manage overdue accounts for both cars and boda-bodas. Assess staffing needs and ensure adequate coverage. Monitor attendance, approve leave, and manage team schedules. Shadow team leads for performance support and coaching. Track call reach rates, call volumes, and overall efficiency. Ensure targets for calls and collections are met. Leadership and Management Lead the daily operations of the overdue collections team. Supervise and motivate team leads and agents to meet performance goals. Provide ongoing training, coaching, and feedback. Monitor and optimize team performance through regular reviews and call monitoring. Ensure compliance with regulatory requirements and company policies. Address escalated customer issues and provide solutions for customer satisfaction. Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices. Prepare and present regular reports on team performance, key metrics, and collection trends. Set targets for the team, share for approval, and ensure they are met. Develop and implement strategies to optimize workflows and enhance efficiency. Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups. Collaborate with other departments for compliance and performance improvement. Report to the Head of Department on team performance and trends. Any other duties that may be assigned. Qualifications Bachelor’s degree in a relevant field At least 4 years’ experience in a busy call center environment at a managerial level Ability to provide effective leadership to a large team Ability to offer quick and effective solutions for any complaint Excellent communication and organizational skills We Offer Competitive salary Bonus based on performance Friendly and dynamic work environment Opportunity for personal development Customer Care and Debt Collection Agent (Device Financing) WHAT YOU WILL DO Welcome calls to new customers Early-stage debt collection (reminders and follow-ups) Ongoing customer support through call, WhatsApp, and other channels Assist in onboarding and training new team members as the product scales Ensure that all interactions are aligned with Mogo’s tone of voice and customer experience standards Coordinate with Loan Officers and Field Teams to ensure seamless customer onboarding and issue resolution. Collaborate with the CRM teams to improve customer interaction flows WHAT YOU NEED Minimum 1 years’ experience in customer care, debt collection, or telesales ideally in financial services, telco, or asset financing Strong communication skills in English and Swahili Experience working with CRM tools and call center systems Ability to work independently, prioritize tasks, and thrive in a fast-paced environment Strong organizational skills and attention to detail ADDED ADVANTAGE: Experience supporting financing or credit-based products Background in launching or supporting new business units Deputy Area Sales Manager. (Cars & Checkoff) What you will do: Recruit, properly onboard, and retain quality direct sales agents. Ensure recruited agents are well trained (understand MOGO products, know how to submit leads). Ensure agents have all necessary tools to perform their duties efficiently & effectively. (Business cards, fliers). Managing assigned network of agents/institutions (relationship building; motivating agents to issue more; sharing results on any agent competitions we have; calling/reactivating dormant agents). Acting as a main contact point for agents for general inquiries regarding Mogo, training, materials, motivation, commissions, etc. Design an activation calendar for sales and marketing and ensure it is duly followed. Generate Daily, weekly, and monthly sales agents’ targets. Collecting (and submitting) quality leads from the field that converts to sales Aligning the marketing message (selling points) with each member of the team and the employer’s product champions. Searching and onboarding new institutions + building great relationships with partner institutions. Train partner institutions on how to make applications and more about Car Logbook, Car Financing and Checkoff Loan Products. Evaluate market trends, gather competitor information, and identify trends that affect the future growth of check-off loans. Provide feedback from the field to management Educational Background: A Diploma or bachelor’s degree in economics/commerce or a related field from a recognized university. Experience: Minimum of 1 year of experience working with checkoff loans, either in sales or Business Development. Key Skills: Business Development/ Field sales experience. Understanding of Car Logbook, Car Financing and Checkoff Loan Products and Payroll Deductions. Ability to lead and coach a team of sales agents. Sales Target Management and Performance Tracking. Sales Officer Internship -Meru What you will do: Selling the full range of MOGO Kenya financial products to customers Sales of new & used cars, motorcycles and threewheelers for potential customers Execution of loan issuance process to potential customers Facilitation of proper documentation per sale. Assistance with administrative tasks (inspections, price updates etc) when needed Manage incoming potential customers & follow-up until sale is completed. Ensuring that the sales process is followed as per MOGO standards Reaching the sales target of the branch through avenues provided. Any other duty that may be assigned. What you will need: Diploma/Degree in a business course or related field One year relevant sales experience Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must) Strong analytical & problem-solving skills Ability to adapt quickly and work independently Ability to be resourceful and proactive when issues arise Excellent organizational skills Ability to adapt quickly and work independently. Fluent in English and Swahili. Good leadership skills Loyalty and Integrity With us you will: Feel Good Monthly stipend of Ksh. 20,000. Friendly and dynamic work environment. Opportunity of being absorbed as a permanent employee after six months based on performance. Support from a professional international team. Opportunity for personal development Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Sales Officer Internship -Muranga What you will do: Selling the full range of MOGO Kenya financial products to customers Sales of new & used cars, motorcycles and threewheelers for potential customers Execution of loan issuance process to potential customers Facilitation of proper documentation per sale. Assistance with administrative tasks (inspections, price updates etc) when needed Manage incoming potential customers & follow-up until sale is completed. Ensuring that the sales process is followed as per MOGO standards Reaching the sales target of the branch through avenues provided. Any other duty that may be assigned. What you will need: Diploma/Degree in a business course or related field One year relevant sales experience Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must) Strong analytical & problem-solving skills Ability to adapt quickly and work independently Ability to be resourceful and proactive when issues arise Excellent organizational skills Ability to adapt quickly and work independently. Fluent in English and Swahili. Good leadership skills Loyalty and Integrity With us you will: Feel Good Monthly stipend of Ksh. 20,000. Friendly and dynamic work environment. Opportunity of being absorbed as a permanent employee after six months based on performance. Support from a professional international team. Opportunity for personal development Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Sales Officer Internship -Kajiado What you will do: Selling the full range of MOGO Kenya financial products to customers Sales of new & used cars, motorcycles and threewheelers for potential customers Execution of loan issuance process to potential customers Facilitation of proper documentation per sale. Assistance with administrative tasks (inspections, price updates etc) when needed Manage incoming potential customers & follow-up until sale is completed. Ensuring that the sales process is followed as per MOGO standards Reaching the sales target of the branch through avenues provided. Any other duty that may be assigned. What you will need: Diploma/Degree in a business course or related field One year relevant sales experience Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must) Strong analytical & problem-solving skills Ability to adapt quickly and work independently Ability to be resourceful and proactive when issues arise Excellent organizational skills Ability to adapt quickly and work independently. Fluent in English and Swahili. Good leadership skills Loyalty and Integrity With us you will: Feel Good Monthly stipend of Ksh. 20,000. Friendly and dynamic work environment. Opportunity of being absorbed as a permanent employee after six months based on performance. Support from a professional international team. Opportunity for personal development Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Sales Officer Internship -Namanga What you will do: Selling the full range of MOGO Kenya financial products to customers Sales of new & used cars, motorcycles and threewheelers for potential customers Execution of loan issuance process to potential customers Facilitation of proper documentation per sale. Assistance with administrative tasks (inspections, price updates etc) when needed Manage incoming potential customers & follow-up until sale is completed. Ensuring that the sales process is followed as per MOGO standards Reaching the sales target of the branch through avenues provided. Any other duty that may be assigned. What you will need: Diploma/Degree in a business course or related field One year relevant sales experience Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must) Strong analytical & problem-solving skills Ability to adapt quickly and work independently Ability to be resourceful and proactive when issues arise Excellent organizational skills Ability to adapt quickly and work independently. Fluent in English and Swahili. Good leadership skills Loyalty and Integrity With us you will: Feel Good Monthly stipend of Ksh. 20,000. Friendly and dynamic work environment. Opportunity of being absorbed as a permanent employee after six months based on performance. Support from a professional international team. Opportunity for personal development Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Sales Officer Internship -Mwingi What you will do: Selling the full range of MOGO Kenya financial products to customers Sales of new & used cars, motorcycles and threewheelers for potential customers Execution of loan issuance process to potential customers Facilitation of proper documentation per sale. Assistance with administrative tasks (inspections, price updates etc) when needed Manage incoming potential customers & follow-up until sale is completed. Ensuring that the sales process is followed as per MOGO standards Reaching the sales target of the branch through avenues provided. Any other duty that may be assigned. What you will need: Diploma/Degree in a business course or related field One year relevant sales experience Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must) Strong analytical & problem-solving skills Ability to adapt quickly and work independently Ability to be resourceful and proactive when issues arise Excellent organizational skills Ability to adapt quickly and work independently. Fluent in English and Swahili. Good leadership skills Loyalty and Integrity With us you will: Feel Good Monthly stipend of Ksh. 20,000. Friendly and dynamic work environment. Opportunity of being absorbed as a permanent employee after six months based on performance. Support from a professional international team. Opportunity for personal development Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Sales Officer Internship -Embu What you will do: Selling the full range of MOGO Kenya financial products to customers Sales of new & used cars, motorcycles and threewheelers for potential customers Execution of loan issuance process to potential customers Facilitation of proper documentation per sale. Assistance with administrative tasks (inspections, price updates etc) when needed Manage incoming potential customers & follow-up until sale is completed. Ensuring that the sales process is followed as per MOGO standards Reaching the sales target of the branch through avenues provided. Any other duty that may be assigned. What you will need: Diploma/Degree in a business course or related field One year relevant sales experience Excellent communication and interpersonal skills Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must) Strong analytical & problem-solving skills Ability to adapt quickly and work independently Ability to be resourceful and proactive when issues arise Excellent organizational skills Ability to adapt quickly and work independently. Fluent in English and Swahili. Good leadership skills Loyalty and Integrity With us you will: Feel Good Monthly stipend of Ksh. 20,000. Friendly and dynamic work environment. Opportunity of being absorbed as a permanent employee after six months based on performance. Support from a professional international team. Opportunity for personal development Win Fast results without the friction of bureaucracy great victories due to the transparency of the company and its goals bonuses and awards for the great work participate in victory celebrations with your co-workers Grow together with an intelligent team yourself and the company with the established feedback culture your knowledge with training possibilities Don't Keep Share!: WhatsApp Tweet