Career Opportunities at Mwanga Limited

Job Summary

We are seeking a detail-oriented and performance-driven Quality Assurance (QA) Analyst to support our Customer Support Call Center operations. The successful candidate will be responsible for monitoring agent interactions, evaluating service quality, identifying performance gaps, and driving continuous improvement through coaching, feedback, and data-driven insights. This role is critical to maintaining high customer service standards and ensuring agents consistently meet operational and quality benchmarks.

Key Responsibilities

• Monitor and evaluate customer interactions (calls) in line with quality standards and KPIs
• Conduct call evaluations, calibration scoring, and quality audits
• Prepare and analyze internal and external quality assurance reports for management review
• Track and manage quality performance data at individual and team levels using QA tools and reporting systems
• Identify skill and performance gaps and support targeted coaching, refresher, or corrective training
• Facilitate and participate in call calibration sessions with agents and team leads
• Conduct regular agent feedback sessions and provide actionable insights to Team Leaders and Managers
• Coach and counsel agents on performance and behavioral improvement to enhance customer experience
• Support continuous improvement initiatives through structured meetings, documentation, and follow-up actions

Requirements / Qualifications / Skills

• Minimum of B.Sc. / HND Qualification.
• 2 - 3 years’ experience as a call center quality assurance analyst.
• Previous experience in customer service will be an added advantage
• A strong communicator who can collaborate with agents, team leads, and management
• Proficient use of Microsoft Suit especially Excel for reporting.
• Good understanding of call center KPIs, quality frameworks, and customer service standards
• Ability to work effectively in a 12-hour rotational shift system.
• Proximity to Maryland and its environs.

Qualified and interested candidates should fill the google form attached below, please attach updated CV

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Job Summary

We are seeking a proactive and results-driven Team Lead to oversee daily call center operations and lead a team of customer support agents. The successful candidate will be responsible for driving service excellence, managing escalations, monitoring team performance, and ensuring customer satisfaction targets are consistently met across all assigned projects.

This role requires a hands-on leader who can balance people management with performance tracking in a fast-paced environment.

Key Responsibilities

• Supervise the day-to-day activities of customer support agents to ensure prompt, professional, and high-quality service delivery.
• Manage and resolve escalated or complex customer issues in line with company policies and service standards.
• Drive high levels of customer and client satisfaction by maintaining service quality, consistency, and responsiveness.
• Monitor individual and team performance against KPIs including, response time, productivity.
• Identify performance and skill gaps within the team and support targeted coaching, refresher training, or corrective actions.
• Collaborate closely with Quality Assurance, Training, and Operations teams to achieve service and operational goals.
• Motivate, coach, and mentor agents to consistently meet or exceed daily, weekly, and monthly targets.
• Monitor agent interactions to ensure compliance with internal standards and customer service best practices.
• Drive continuous improvement initiatives to enhance productivity, customer experience, and operational efficiency.

Requirements / Qualifications / Skills

• Minimum of B.Sc. or HND qualification
• 2–3 years’ experience as a Team Lead or Supervisor in a call center environment.
• Prior hands-on experience in customer support is an added advantage.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Strong analytical, leadership, and problem-solving skills.
• Ability to work effectively in a 12-hour rotational shift system.
• Must reside in Maryland, Lagos or nearby environs.

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Job Summary

We are seeking smart, customer-focused Customer Support / Sales Onboarding Agents to engage customers at the point of sale and onboard them onto products they have purchased. The role requires clear communication, product knowledge, and the ability to guide customers smoothly through onboarding while delivering an excellent customer experience. This position operates in a fast-paced, call center environment and is ideal for individuals who are confident, persuasive, and service-oriented.

Key Responsibilities

• Engage customers via calls or other approved channels.
• Educate customers on the product they have purchased and guide them through the onboarding process.
• Clearly explain product features, benefits, and usage to customers.
• Resolve basic customer inquiries and escalate complex issues appropriately.
• Ensure accurate capture and documentation of customer information.
• Meet daily and weekly onboarding, quality, and productivity targets.
• Adhere strictly to call scripts, onboarding procedures, and compliance guidelines.
• Deliver a professional and positive customer experience at all times.
• Work collaboratively with Team Leads and QA to improve performance and service quality.

Requirements / Qualifications / Skills

• Minimum of OND / HND / B.Sc. qualification
• Previous experience in customer service, call center, sales is an added advantage
• Good verbal communication, interpersonal skills, Quick to learn new products and processes and customer-focused
• Basic computer literacy and ability to use CRM or call systems
• Willingness to work 12-hour rotational shifts, including weekends and public holidays
• Must reside in Maryland, Lagos or nearby environs

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The HR/Admin Officer (NYSC) will provide support across human resources and administrative functions, gaining hands-on experience in people operations and office administration.

Job Description

• Maintaining accurate and up-to-date employee records and HR documentation.
• Assist in the coordination and facilitation of training sessions for employees and new hires.
• Support recruitment efforts, including candidate sourcing, screening, and onboarding processes.
• Assisting in the implementation of HR policies and ensuring compliance with company guidelines.
• Providing administrative support for day-to-day office operations.
• Supporting the planning and coordination of company events and employee engagement activities.

Requirements:

• Candidates must be serving (NYSC) and ready to be posted to the company. 
• 0–1 year of customer support experience (is an added advantage).
• Strong organizational, communication, and time-management skills.
• Good command of English.
• Proactive, teachable, and detail-oriented. 
• A fast learner with a willingness to take initiative and adapt quickly. 
• A positive attitude and the ability to work collaboratively within a team.
• Close proximity to Maryland is a must.