About the Role
Moniepoint Inc. is a leading financial technology company digitizing Africa's real economy by building a comprehensive financial ecosystem for businesses. We are currently looking for a detail-oriented and experienced Customer Support Quality Assessment Officer to join our growing team in Nigeria. In this vital role, you will oversee and assess customer interactions to ensure compliance with company standards, policies, and regulatory requirements. You will play a key part in elevating our service quality by identifying areas for improvement, delivering actionable feedback, and collaborating with cross-functional teams to enhance the overall customer experience in Africa's fast-paced fintech and digital banking sector.
Key Responsibilities- Analyze and evaluate recorded customer support calls, emails, and chats to ensure alignment with company quality standards and communication guidelines.
- Develop, implement, and refine quality scoring criteria while producing detailed performance reports highlighting trends, strengths, and improvement areas.
- Deliver constructive feedback and collaborate with team leaders to provide targeted coaching and support to customer service agents.
- Partner with management to design process enhancement initiatives, recommending updates to policies, procedures, and scripts for better service efficiency.
- Ensure all customer interactions strictly adhere to data protection, privacy standards, and relevant regulatory requirements.
- Maintain precise documentation of audits, feedback sessions, and action plans, ensuring readiness for management review.
- Collaborate closely with Training, Operations, and Human Resources departments to support continuous improvement strategies and QA initiatives.
- Possession of a Bachelor's degree in a relevant field from a recognized institution.
- 3 to 5 years of professional work experience, preferably within the banking, digital banking, or fast-paced fintech environment.
- Solid experience and knowledge of customer support requirements, particularly within the correspondent banking or agency banking space.
- Demonstrated client service or front-office professional experience with a meticulous attention to detail.
- Working knowledge of compliance, data protection, and regulatory standards is a strong added advantage.
- Exceptional analytical, communication, and interpersonal skills with the ability to deliver constructive feedback effectively.
- Competitive salary package with regular performance reviews and career growth opportunities.
- Comprehensive health insurance coverage for you and your dependents.
- A collaborative, innovative, and fast-paced work environment that encourages continuous learning and professional development.
- Opportunities to make a direct impact on financial inclusion and the real economy across Africa.