Quality Assessment Lead at Moniepoint Inc.

Job Purpose

The Quality Assessment Lead is the guardian of service excellence at Moniepoint. You are responsible for ensuring that every interaction—whether in sales, collections, or support—meets our high standards of mastery and empathy.

You don’t just "check boxes"; you identify the stories behind the data, coaching our teams to improve and ensuring our customers always interact with a knowledgeable, relatable, and reliable partner.

Key Responsibilities

• Design the Framework: Build and implement robust quality assurance frameworks that define what "great" looks like across all agent functions.
• Master the Review Process: Conduct deep-dive reviews of calls, tickets, and cases to ensure compliance, accuracy, and a human touch.
• Drive Insights: Track and analyze key metrics like First Call Resolution (FCR) accuracy, CSAT drivers, and error trends to find the "why" behind the numbers.
• Empower through Coaching: Provide structured, actionable feedback and coaching recommendations that help our agents grow as professionals.
• Solve Root Causes: Identify why quality failures happen and collaborate with stakeholders to implement systemic fixes rather than just treating symptoms.
• Collaborative Improvement: Work closely with training and product teams to update scripts, refine procedures, and develop training materials that boost overall efficiency.
• Support Growth: Lead agent retraining initiatives based on quality insights, ensuring our frontline is always equipped to succeed.

Qualifications

• 3+ years of experience in a call center or high-volume support environment.
• At least 2 years of experience in team management, quality assurance, coaching, or training.
• Exceptional attention to detail—you notice the things others miss.
• Strong leadership and stakeholder management skills; you can influence teams and collaborate effectively across the business.
• High ethical standards with a deep commitment to candour, integrity, and accountability.
• Proven ability to identify root causes and recommend effective, scalable solutions.

Preferred Qualifications

• Experience with QA software (e.g., Klaus, MaestroQA) and CRM systems like Zendesk or Salesforce.
• Data visualization skills or experience using BI tools to report on quality trends.
• Experience in fintech or financial services, with an understanding of relevant compliance standards.

About You

• You're a Guardian of Standards: You have a high bar for excellence and take pride in helping others reach it.
• You're a Coach at Heart: You enjoy seeing people improve and know how to deliver feedback in a way that is supportive and motivating.
• You're Analytical: You love connecting the dots between individual interactions and macro trends.
• You're Organized: You can manage multiple priorities and deadlines without losing your focus on quality.