About the Role
TENN Microfinance Bank Limited is redefining the future of digital banking in Nigeria through cutting-edge technology, financial inclusion, and secure financial solutions. We are looking for a dedicated Collection Quality Assurance Officer to join our dynamic team and uphold the highest standards of operational excellence. In this role, you will monitor, evaluate, and improve collection activities to ensure strict compliance with internal policies, regulatory guidelines, and exceptional customer service standards. Your expertise will directly drive recovery rates, mitigate operational risks, and champion a customer-centric approach across our collections department.
Key Responsibilities- Monitor, review, and evaluate a high volume of collection calls, emails, and customer interactions for quality and compliance.
- Ensure Collection Officers adhere strictly to bank policies, legal frameworks, and regulatory requirements.
- Identify process violations, service gaps, and training needs, recommending targeted corrective actions.
- Assess staff performance objectively and contribute to strategies that improve recovery rates and operational efficiency.
- Prepare comprehensive reports and documentation on QA findings, trends, and performance metrics for management.
- Maintain high standards of confidentiality, integrity, and professional discretion when handling sensitive data.
- Bachelor's degree in Banking, Finance, Business Administration, or a related field.
- Minimum of 2 to 3 years of experience in quality assurance, risk management, or debt collection within the Nigerian financial sector.
- Strong analytical, problem-solving, and objective evaluation skills with a high attention to detail.
- Exceptional verbal and written communication skills with strong report-writing capabilities.
- Proficiency in Microsoft Office Suite, particularly Excel, and familiarity with CRM or collection management systems.
- Demonstrated sound judgment and unwavering integrity in handling confidential information.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage for staff and dependents.
- Opportunities for professional development and career advancement in a fast-growing digital bank.
- A collaborative, innovative, and diverse workplace culture.