Quality Assurance Officer at Assets Microfinance Bank

About the Role

Assets Microfinance Bank is seeking a qualified Quality Assurance Officer to join our team in Lagos. This role is essential for maintaining service excellence and ensuring compliance with regulatory standards across all customer interactions.

Key Responsibilities

• Monitor and evaluate customer interactions against established quality standards
• Identify errors, gaps, or deviations in customer interactions and document findings
• 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
• Use QA metrics, KPIs, and customer feedback to assess service quality
• Analyze quality trends and recommend process improvements to enhance customer satisfaction
• Ensure compliance with regulatory requirements, company policies, and service protocols
• Work closely with customer service management to align QA objectives with organizational goals

Required Qualifications

• 3+ years of customer service or call center experience to understand front-line operations
• 1–3 years of experience in QA or monitoring customer interactions
• Proven experience evaluating calls, chats, or emails for compliance and quality standards
• Experience identifying gaps in service processes and recommending improvements
• Strong experience generating performance reports, scorecards, and metrics dashboards

Compensation

N250,000 - N350,000 monthly

Location

Lagos, Nigeria