Outbound Research Specialist at Moniepoint Inc.

About This Role

• The Outbound Research Specialist provides essential operational and logistical support to the Customer Research function, with a focus on reaching customer segments that are not accessible through digital or in-app channels. The role conducts structured outbound research calls, recruits research participants, supports field-based data collection, and assists with direct customer engagement activities.
• This role is foundational for individuals building a career in customer research, offering hands-on experience in research coordination, data collection, and participant management under the guidance of experienced team members. At Moniepoint, the experiences of the customers who use our POS devices, transact in markets, or are served by agents in areas with limited connectivity matter as much as any in-app user's—this role exists to make sure their voice is heard.

Responsibilities

Outbound Research Calls

• Conduct structured outbound research calls to customers from an assigned daily queue, following approved scripts and protocols
• Administer customer satisfaction and experience surveys over the phone, capturing both quantitative scores and qualitative verbatim responses
• Log every call outcome accurately and completely — call disposition, survey responses, and observation notes — before proceeding to the next record
• Adhere to all consent, data handling, and opt-out requirements for every call, without exception

Participant Recruitment & Panel Support

• Identify and recruit customers for qualitative research interviews based on criteria provided by CX Researchers and Team Leads
• Screen potential participants against research criteria before confirming their participation
• Introduce the Moniepoint research community to interested customers, following approved consent processes to onboard new participants
• Support the Research Operations Coordinator in maintaining participant records and tracking recruitment pipeline

Ad Hoc Data Collection

• Conduct short structured phone surveys and screener interviews as directed by the Research Operations Coordinator or CX Research Team Leads
• Log all responses faithfully — never paraphrasing in a way that alters the meaning of what a customer said
• Assist with preliminary data organization and tagging under the guidance of more senior team members

Field Observation & Support Centre Visits

• Visit customer support centres and field locations at least monthly to observe real customer interactions and speak directly with customers
• Log qualitative findings from field visits in the relevant research repository within 48 hours, tagged to the appropriate product area
• Report patterns from support centre and field visits to the relevant CX Researcher promptly

Learning & Development

• Actively learn and apply fundamental research methodologies, tools, and best practices
• Demonstrate increasing independence in managing routine research support tasks over time
• Participate in team knowledge sharing and contribute to a strong research culture

Experience & Background

• Customer-Facing Experience: 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, field sales, or similar roles.
• Domain Advantage: Prior experience specifically within customer support is considered a distinct advantage.
• Education: Bachelor's degree in any field, preferably with completed coursework in research methods, social sciences, business, or marketing.
• Autonomy: Demonstrated ability to work with minimal supervision on routine tasks.
• Preferred Experience: Prior experience in a research-related role, research internship, or a support capacity within a technology or financial services company.
• Systems Familiarity: Experience utilizing a phone-based CRM or contact center platform is preferred.

Skills & Competencies

• Communication: Clear, professional verbal communication skills in English.
• Interaction: Comfortable initiating conversations with completely new contacts and keeping them effectively focused.
• Languages: Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred.
• Data Discipline: Accurate, disciplined data capture habits—focusing entirely on logging what customers actually say, not what is expected.
• Organization: Strong organizational skills and sharp attention to detail.
• Empathy: A high level of empathy paired with a genuine interest in deeply understanding people.
• Software Tools: Proficiency in standard office software platforms (Google Workspace or Microsoft Office).
• Research Principles: A basic understanding of qualitative and quantitative research principles.
• Platform Literacy: Familiarity with standard survey platforms or project management tools.