Quality Assurance Officer at Assets Microfinance Bank

Responsibilities

• Monitor and evaluate customer interactions against established quality standards.
• Provide constructive feedback and coaching recommendations to staff.
• Identify training needs and collaborate with training teams for staff development.
• Develop and maintain quality scorecards, checklists, and reporting tools.
• Ensure compliance with regulatory requirements, company policies, and service protocols.
• Analyze quality trends and recommend process improvements to enhance customer satisfaction.
• Work closely with customer service management to align QA with organizational goals.
• Identifying errors, gaps, or deviations in customer interactions.
• Using QA metrics, KPIs, and customer feedback to assess service quality

Requirements

• Customer Service Experience: Typically 3 years in customer service or call center roles to understand front-line operations.
• Quality Assurance/Monitoring Experience: 1–3 years of experience in QA or monitoring customer interactions.
• Experience evaluating calls, chats, or emails for compliance and quality standards.
• Process Improvement: Experience in identifying gaps in service processes and recommending improvements.
• Reporting & Analytics: Experience in generating performance reports, scorecards, and metrics dashboards is a strong requirement.

Salary
N250,000 - N350,000 Monthly.