Call Centre Quality Assurance Specialist at Miva Open University

OVERALL FUNCTION

We are seeking a detail-oriented and analytical Call Centre Quality Assurance (QA) Specialist to join our Admissions and Learner Experience Department. The QA Specialist will play a crucial role in monitoring, evaluating, and improving the quality of customer interactions across all learner-facing teams.

This role ensures that Admissions Officers, Admissions Advisors (Customer Service), Success Advisors (Customer Retention), and Application Specialists (Telesales) consistently deliver excellent customer service, adhere to company standards, and comply with regulatory and operational policies.

KEY RESPONSIBILITIES

• Monitor inbound and outbound calls, chats, and emails to assess quality, accuracy, and professionalism.
• Evaluate agent performance based on tone, empathy, accuracy, policy adherence, and customer satisfaction.
• Provide structured feedback, coaching points, and performance insights to team leads and supervisors.
• Identify process gaps, training needs, and recurring issues affecting customer experience.
• Collaborate with managers and trainers to improve scripts, workflows, and customer engagement practices.
• Maintain QA reports, dashboards, and trend analyses for leadership review.
• Support calibration sessions to ensure consistency in evaluation standards across QA and operational teams.
• Ensure compliance with data protection and internal quality standards.

REQUIREMENTS:

• Bachelor’s degree in any relevant field.
• Minimum of 3–4 years’ experience in quality assurance, call centre operations, or customer experience.
• Excellent communication, analytical, and feedback-delivery skills.
• Strong attention to detail and ability to identify patterns or recurring issues.
• Familiarity with CRM systems, call-monitoring tools, and performance reporting software.
• A proactive mindset with a passion for continuous improvement and customer excellence.

REMUNERATION: 300,000 Naira Monthly Net