QA Specialist at Kuda Bank

We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

• Generate performance reports for agents on a regular basis.
• Conduct deep dives on CSAT, response times, and document insights.
• Ensure quality evaluations across diverse channels (calls, chats, emails, etc.).
• Monitor interactions and track team and individual performance.
• Review support agents' conversations based on internal standards.
• Ensure compliance with SOPs and conduct feedback sessions.
• Identify knowledge gaps, provide regular coaching for improvement.
• Initiate process improvement programs when necessary.
• Coordinate call calibration sessions for internal evaluation consistency.
• Assess major customer-impacting processes and recommend improvements.
• Identify and share best practices for continual business improvement.
• Conduct need-analysis for effective customer touchpoint service delivery.
• Research, assess, and implement local and international best practices

Requirements

• B.Sc. (Six sigma certifications (Yellow or Green belt) an added advantage.
• Minimum of 2-3 years’ experience in a similar role
• Proficient in implementing and upholding quality assurance methodologies for customer experience.
• Workforce Management experience.
• Ability to design, conduct, and evaluate customer interactions using standardized audit procedures to ensure quality and performance adherence.
• Strong analytical skills for interpreting data, identifying trends, and generating impactful reports for continuous improvement.
• Competent in using CRM systems, quality assurance software, and relevant tools to monitor and enhance customer interactions.
• Effective communication skills to provide constructive feedback and communicate quality standards to customer service representatives.
• Proven ability to identify and implement process improvements in the customer experience journey.
• Familiarity with key customer satisfaction metrics (CSAT, CES, NPS) to drive improvements in customer experience.
• Problem-solving Aptitude:
• Strong problem-solving abilities to address challenges related to customer interactions, service quality, and process efficiency.