About the Role
TENN Microfinance Bank Limited is revolutionizing digital banking in Nigeria by seamlessly connecting every citizen to innovative, secure, and personalized financial experiences. We are currently seeking a dynamic and detail-oriented Collection Quality Assurance Officer to join our vibrant Collections department and help us maintain the highest standards of regulatory compliance, operational efficiency, and customer service.
Key Responsibilities- Monitor, evaluate, and audit collection calls, chats, and other customer interactions to ensure strict adherence to internal policies and regulatory guidelines.
- Identify process violations, assess collection staff performance, and provide constructive feedback to improve recovery rates and customer experience.
- Review collection workflows and recommend actionable corrective actions to optimize operational efficiency and minimize compliance risks.
- Collaborate with the training unit to design and implement targeted coaching programs for Collection Officers based on quality monitoring insights.
- Maintain comprehensive reports and documentation on quality assurance metrics, trends, and staff performance evaluations for management review.
- Bachelor’s Degree or HND in Business Administration, Finance, Accounting, Economics, Management, or a related discipline.
- 2 to 4 years of proven professional experience in quality assurance, debt collection, call monitoring, compliance, or customer service within financial services.
- Prior working experience in a microfinance bank, commercial bank, fintech, digital lending institution, or professional collections agency is a strong advantage.
- Deep understanding of loan recovery processes, debt collection ethics, consumer protection regulations, and customer engagement standards.
- Exceptional analytical skills, high attention to detail, and excellent verbal and written communication abilities.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance and wellness coverage.
- Opportunities for professional development in a fast-growing fintech banking environment.
- A collaborative, diverse, and innovative workplace culture that values talent and initiative.