Hi, I’m
NICHOLAS NGENO
Tacoma,WA
Summary
Experienced Quality and Operational Excellence Leader with a proven track record in implementing and optimizing quality management systems across diverse industries, including customer service, data centers, information technology, and the services sector. Skilled in leading and developing high-performing teams, driving strategic initiatives, and establishing a culture of continuous improvement. Proficient in data analysis, people management, and utilizing tools such as Google Suite and MS Office Suite to drive operational excellence and enhance quality control processes. Exceptional communication skills enabling effective collaboration across stakeholders, fostering strong relationships, and achieving superior outcomes. Recognized for driving results through a focus on quality, efficiency, and driving operational excellence. Committed to delivering exceptional customer experiences and exceeding organizational goals in fast-paced, dynamic environments.
Overview
12
years of professional experience
1
Certificate
Work History
Sama
Acting Program Director
2021.06 - 2021.12 (6 months)
Job overview
- Implemented day-to-day operations management to optimize revenue generation which resulted in 100% revenue achievement month on month
- Monitored and analyzed project financials, identifying areas for improvement and implementing strategies to maximize revenue.
- Developed strong relationships with clients, understanding their needs and aligning project deliverables accordingly improving NPS score by 5%.
- Acted as primary point of contact for clients, addressing any concerns, providing regular updates, and ensuring client satisfaction.
- Created and implemented effective retention strategies, focusing on employee engagement, satisfaction, and professional development reducing attrition by 3%.
- Supported HR team in various aspects, including talent acquisition, performance management, and employee relations.
- Oversaw day-to-day operations of program, ensuring smooth workflow, timely delivery, and adherence to quality standards.
- Implemented efficient processes and procedures to optimize operational efficiency and productivity.
- Developed and monitored key performance indicators (KPIs) for managers, providing guidance and support to improve their performance.
- Conducted regular performance evaluations, provided feedback, and implemented strategies to enhance performance and achieve targets.
- Conducted comprehensive project audits to assess compliance with organizational standards, identify areas of improvement, and implement corrective actions.
Sama
Senior Quality Assurance Manager
2021.01 - 2021.12 (11 months)
Job overview
- Successfully managed enforcement of comprehensive QA policies and procedures, taking into consideration complexities of content from SSA region.
- Ensured strict adherence to quality standards, resulting in improved overall quality and compliance with industry regulations.
- Analyzed QA reports in detail to identify trends and patterns, enabling me to make informed and relevant recommendations to client. which led to significant reduction in hate content on client's site, thereby enhancing user experience and maintaining a safe and inclusive online environment.
- Developed data-driven quality and calibration strategies, utilizing insights from QA reports and data analysis which played pivotal role in improving site quality scores, positioning the company as the 3rd best site in the EMEA and APAC region for a consecutive period of three weeks.
- Identified value-add insights to drive targeted improvements and ensure continuous enhancement of quality standards.
- Conducted comprehensive risk assessments to proactively identify potential quality issues and mitigate associated risks.
- Utilized root cause analysis techniques to identify and resolve quality issues and defects, effectively preventing their recurrence and maintaining high level of quality performance.
Sama
Quality Assurance Manager
2017.10 - 2020.12 (3 years & 2 months)
Job overview
- Developed internal control systems in accordance with QA policies that produced useful, accurate, and reliable data used by both clients and internal stakeholders
- Assessed new and ongoing projects work plans and workflows, and audit approaches and recommendations process that led to quality and production optimizations.
- Analyzed QA reports and I was able to identify trends and make relevant recommendations to Training, Operations, and any other applicable business units which led to a refresh of the training decks
- Managed client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client.
- Performed root cause analysis to identify and resolve quality issues and defects improving client satisfaction score by 10%.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and customer service standards.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
Sama
Quality Assurance Supervisor
2016.05 - 2017.09 (1 year & 4 months)
Job overview
- Created quality strategies for the assigned projects that helped monitor and evaluated effectiveness while addressing any identified gaps/institute corrective actions
- Oversaw and managed enforcement of QA policies and procedures, , Nairobi
- Supervised, coached, mentored, motivated, and coordinated a team of 22 Quality Analysts which ensured that all reporting requirements and performance metrics were met
- Provided qualitative and quantitative feedback on compliance and transactional accuracy to cross-functional teams and this led to more positive client engagements
- Led and supported training for new and existing agents to ensure that they can meet and exceed the defined SLAs
- Performed critical business analysis of issues identified by QAs, including identifying RCAs and identifying value-add opportunities for improvement
- Traveled to client site in the US to learn more about the internal process which led to the client increasing portfolio of projects
- Evaluated interactions between associates and customers to assess personnel performance.
- Collaborated with development team and reviewed technical specifications to create testing programs.
Sama
Team Leader
2015.10 - 2016.05 (7 months)
Job overview
- Assisted team in the development of their skills and knowledge, which led to 5 out of 7 team members being promoted to QA and Team lead roles
- Prepared internal and client-facing reports that were used in weekly business review meetings
- Provided regular coaching and training to the agents
- Coordinated and organized the day-to-day activity of the team to ensure better use of their production time.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Sama
Quality Analyst
2015.07 - 2015.10 (3 months)
Job overview
- Did quality checks on a content moderation project and submitted reports on the same to the Quality and training manager
- Assisted the agents in areas they needed clarifications
- Identified training needs on the team as a whole and on individuals which resulted in the consistent achievement of client quality SLA
- Maintained a thorough understanding of any new project and identified any new details or information that was needed for the training materials, resulting in shorter onboarding experiences for new hires.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Technobrainltd
Quality Analyst
2010.01 - 2015.06 (5 years & 5 months)
Job overview
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Education
Pierce College , Lakewood, WA
Associate of Science from Computer Science
12.2023
KCA University , Nairobi, Kenya
Associate of Science from Information Technology
12.2010
Skills
- Process Improvement
- Quality Management
- Operational Excellence
- Relationship Building
- Stakeholder Engagement
- Resource Management
- Strategic Leadership
- Versatility
- Conflict Resolution
- Competitive Intelligence
- Python
- Java
- Tableau
- Asana
- Google Suite
- Ms. Office
Certification
- FIRE MARSHAL TRAINING July 2016 Firenow Ltd, Nairobi
- LEADERSHIP & MANAGEMENT March 2018 Sama, Nairobi
- ISO: ISMS Auditor Training Oct 2021 Bellie & Roaster
Timeline
Acting Program Director
Sama
2021.06 - 2021.12 (6 months)
Senior Quality Assurance Manager
Sama
2021.01 - 2021.12 (11 months)
Quality Assurance Manager
Sama
2017.10 - 2020.12 (3 years & 2 months)
Quality Assurance Supervisor
Sama
2016.05 - 2017.09 (1 year & 4 months)
Team Leader
Sama
2015.10 - 2016.05 (7 months)
Quality Analyst
Sama
2015.07 - 2015.10 (3 months)
Quality Analyst
Technobrainltd
2010.01 - 2015.06 (5 years & 5 months)
Pierce College
Associate of Science from Computer Science
KCA University
Associate of Science from Information Technology
- FIRE MARSHAL TRAINING July 2016 Firenow Ltd, Nairobi
- LEADERSHIP & MANAGEMENT March 2018 Sama, Nairobi
- ISO: ISMS Auditor Training Oct 2021 Bellie & Roaster
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