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 pipelines,

 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

• Education: Bachelor's Degree in any field, preferably with completed coursework in Research methods, Social Sciences, Business, or Marketing.  
• Customer-Facing Experience: 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, field sales, or similar roles.  
• Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred
• Domain Advantage: Prior experience specifically within customer support is considered a distinct advantage.  
• 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.