Customer Experience Quality Assurance Associate at Nomba (Formerly Kudi)

Details

• We really care about providing outstanding customer experience for all our customers & users and to help us drive this, we’re looking for an experienced, people-focused Customer Experience Quality Assurance Associate to ensure our customers are treated fairly and receive awesome standards of service at all times.
• As the Customer Experience Quality Assurance Associate, you will be relied upon to maintain a high and consistent level of support across the Customer Success team.
• You will be responsible for ensuring that all our customers experience the same level of excellent and seamless support no matter the approach or support channel they are reaching us through.

About the Position

• Enhancing the support quality assurance metrics on the Team.
• Ensure that support agents adhere to compliance norms.
• Ensure customer privacy and security.
• Ensure that Knowledge Gaps/training needs are identified. 
• Map out ways/methods to train team members on the identified knowledge gaps & needs.
• Maintain and develop internal support and call center quality standards.
• Reviewing of support agents’ conversations (calls, emails, chat, etc). 
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with Support agents in regular meetings.
• Improve the customer service performance of the Support Team.

About You
The ideal candidate for this role should have:

• Minimum of a Bachelor’s degree from a recognized institution.
• Minimum of 4 years of customer service experience in a Bank or Fintech is preferable.
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Great people skills and ability to communicate feedback constructively.
• Proven track record of analytical skills.
• Familiarity with customer relationship management (CRM) software programs.
• Good time management skills and an ability to thrive in a fast-paced environment.
• Good organizational skills, and knowledge of goal-setting practices.
• Minimum of 3 years as a Quality Assurance Associate experience is a plus (Bank or Fintech preferable).
• The ability to speak an indigenous Nigerian language is an added advantage.