Quality Assurance Officer at Assets Microfinance Bank

About the Role

We are seeking a qualified Quality Assurance Officer to join our team. In this role, you will monitor and evaluate customer interactions, ensure compliance with established standards, and drive continuous improvement across our operations.

Key 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 initiatives with organizational goals
• Identify errors, gaps, or deviations in customer interactions
• Use QA metrics, KPIs, and customer feedback to assess service quality

Required Experience

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

Compensation

Monthly salary: N250,000 - N350,000

Location

Lagos, Nigeria