• Application Deadline:
• Position: Senior Associate, Quality Assurance



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Nigeria




• Job Field Customer Care 
  
  

Job Overview



Reporting to the Quality Assurance Team Lead, the Quality Assurance Senior Associate collaborates with Customer Success teams—including Customer Service, Loan Review, Servicing & Collections, and Payment Operations—to ensure adherence to established targets and Service Level Agreements (SLAs) related to customer experience. This role also involves close engagement with cross-functional stakeholder teams to drive operational efficiency and effectiveness.

Responsibilities

• Conducts comprehensive analysis and audits of calls, emails, chats, social media interactions, loan applications, and customer surveys using quality monitoring tools.


• Tracks investigates, and resolves customer issues by coordinating with relevant teams, ensuring timely ticketing and follow-ups.


• Performs post-communication satisfaction survey analysis to identify areas for improvement in the customer experience.


• Provides actionable process and product improvement recommendations based on customer interaction insights and evaluations.


• Leads feedback sessions to address and resolve quality issues effectively and promptly.


• Facilitates calibration sessions with stakeholder teams to align quality standards and expectations.


• Identifies training needs related to products and processes, develops training materials, and conducts training sessions to uphold quality standards.


• Prepares and distributes weekly quality reports and coordinates QA sync meetings to ensure consistent quality oversight.


• Conducts investigations to gather customer intelligence and support strategic decision-making.

Qualifications

• A higher education qualification in Business Management, Customer Service, Client Service, or a related field.


• 2–3 years of professional experience in a Quality Assurance role.


• In-depth understanding of Quality Management principles and key support metrics such as Customer Satisfaction (CSAT) and First Contact Resolution (FCR).


• Proficiency in Microsoft Office Suite and Google Workspace tools.


• Strong analytical and reporting capabilities with a keen attention to detail.


• Excellent verbal and written communication skills, with the ability to convey insights and recommendations effectively.