• Application Deadline:
• Position: QA Specialist


• Job Type Full Time , Hybrid


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field ICT / Computer 
  

We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.

We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

• Generate performance reports for agents on a regular basis.


• Conduct deep dives on CSAT, response times, and document insights.


• Ensure quality evaluations across diverse channels (calls, chats, emails, etc.).


• Monitor interactions and track team and individual performance.


• Review support agents' conversations based on internal standards.


• Ensure compliance with SOPs and conduct feedback sessions.


• Identify knowledge gaps, provide regular coaching for improvement.


• Initiate process improvement programs when necessary.


• Coordinate call calibration sessions for internal evaluation consistency.


• Assess major customer-impacting processes and recommend improvements.


• Identify and share best practices for continual business improvement.


• Conduct need-analysis for effective customer touchpoint service delivery.


• Research, assess, and implement local and international best practices

Requirements

• B.Sc. (Six sigma certifications (Yellow or Green belt) an added advantage.


• Minimum of 2-3 years’ experience in a similar role


• Proficient in implementing and upholding quality assurance methodologies for customer experience.


• Workforce Management experience.


• Ability to design, conduct, and evaluate customer interactions using standardized audit procedures to ensure quality and performance adherence.


• Strong analytical skills for interpreting data, identifying trends, and generating impactful reports for continuous improvement.


• Competent in using CRM systems, quality assurance software, and relevant tools to monitor and enhance customer interactions.


• Effective communication skills to provide constructive feedback and communicate quality standards to customer service representatives.


• Proven ability to identify and implement process improvements in the customer experience journey.


• Familiarity with key customer satisfaction metrics (CSAT, CES, NPS) to drive improvements in customer experience.


• Problem-solving Aptitude:


• Strong problem-solving abilities to address challenges related to customer interactions, service quality, and process efficiency.