Lead, Customer Support Quality Assessment & Knowledge Management at Moniepoint Inc.

Job Purpose

• The Lead, Customer Support Quality Assessment & Knowledge Management, is a strategic leader responsible for ensuring that every customer interaction with Moniepoint is accurate, helpful, and high-quality.
• At Moniepoint, we aim for mastery. This role owns the end-to-end strategy for measuring quality (QA) and managing the information our agents and customers need (KM).
• You will lead the teams that build our knowledge ecosystem—from internal guides to conversational AI—ensuring that as we scale, our "financial happiness" mission remains clear, simple, and consistent.

Key Responsibilities
Knowledge Management & Content Strategy:

• Set the Roadmap: Provide strategic direction for the knowledge ecosystem, ensuring both agents and customers have intuitive access to the right information.
• Content Governance: Own the lifecycle of support content, ensuring accuracy, version control, and alignment with the Moniepoint Tone of Voice.
• Innovate with AI: Oversee the optimization of conversational AI and chatbots across WhatsApp and digital channels to drive better self-service.
• Human-Centric Design: Lead the IVR experience design to ensure customer journeys are seamless and effortless.

Quality Assessment (QA) Leadership:

• Drive Excellence: Define the global QA strategy and frameworks for evaluating interactions across all channels (Voice, Chat, Email, Social).
• Develop Talent: Manage and mentor a high-performing team of QA Leads and Analysts, fostering a culture of continuous improvement.
• Insight-Led Action: Analyze quality trends to identify performance gaps and partner with Training and Operations teams to close them.

Audit, Compliance & Governance:

• Always Audit-Ready: Serve as the primary liaison for internal and external audits, ensuring all support functions meet regulatory and internal standards.
• Risk Mitigation: Track and resolve audit findings and non-conformities, embedding strong internal controls into daily operations.
• Data Integrity: Ensure all documentation and quality scoring are objective, data-backed, and reliable.

Strategic Leadership:

• Collaborate Broadly: Partner with Product, L&D, and Compliance teams to ensure operational readiness for new launches and updates.
• Build the Pipeline: Mentor your team to strengthen leadership capabilities and succession planning.

Qualifications

• 8+ years of progressive experience in Customer Experience, Quality Assurance, or Contact Centre Operations.
• At least 4 years in a senior leadership role overseeing QA, KM, or operational excellence functions.
• Demonstrated success in managing content governance or conversational AI/chatbots in a high-growth environment.
• Proven ability to manage complex audits and regulatory compliance within a financial services or fintech context.

Preferred Qualifications:

• Experience in a scale-up environment or the fintech/banking sector.
• Professional certification in Quality Management or Knowledge Management.

About You:

• Systems Thinker: You enjoy connecting the dots between quality data, knowledge systems, and the actual customer experience.
• Clear Communicator: You speak and write with clarity, avoiding jargon and fluff. You make the complex feel simple.
• Data-Driven: You believe in mastery and base your decisions on facts and insights, not guesses.
• Builder’s Mindset: You are energized by creating scalable systems and don't wait for "perfect instructions" to get moving.
• Empathetic Leader: You care about your team’s growth and the customer’s happiness in equal measure.

What Success Looks Like:

• Reliable Knowledge: Our knowledge bases have a high accuracy and "freshness" index, resulting in fewer repeated errors.
• Measurable Quality: QA scores show consistent improvement across all support channels.
• Effortless Self-Service: Chatbot and IVR performance metrics show increased customer deflection and higher satisfaction scores.
• Clean Audits: Audit findings are resolved quickly, and the department maintains a high standard of compliance.
• Team Growth: Your team reports high engagement and clear understanding of their career progression within Moniepoint.

What We Can Offer You

• Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all voices are heard, and we look out for one another. Above all, we are human.
• Learning: We have a learning- and development-focused environment with an emphasis on knowledge sharing and training.
• Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits.