About the Role
Moniepoint is a leading financial technology company digitizing Africa's real economy by building an all-in-one financial ecosystem for businesses. We are currently looking for a detail-oriented and experienced Customer Support Quality Assessment Officer to join our team in Nigeria. In this role, you will play a critical part in upholding our high service standards, analyzing customer interactions, and collaborating with cross-functional teams to enhance the overall customer experience across our banking and payment platforms.
Key Responsibilities- Monitor, analyze, and evaluate recorded customer service calls, chats, emails, and other interactions to ensure compliance with company standards and regulatory requirements.
- Develop, implement, and refine quality scoring criteria and deliver detailed performance reports highlighting trends, strengths, and areas for improvement.
- Provide constructive feedback, actionable coaching, and targeted training recommendations in collaboration with team leaders and HR.
- Partner with Operations and Product teams to recommend process improvements, policy updates, and script enhancements for greater efficiency.
- Maintain precise documentation of all audits, feedback sessions, and action plans while ensuring strict adherence to data protection and privacy standards.
- Bachelor's degree in a relevant field.
- 3 to 5 years of professional work experience, preferably within banking, digital banking, or a fast-paced fintech environment.
- Demonstrated experience and knowledge of customer support requirements, particularly within the correspondent banking space.
- Prior background in client service or front-office operations with exceptional attention to detail.
- Working knowledge of compliance, data protection, and quality assurance methodologies is a strong advantage.
- Competitive salary package with performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for continuous professional development and career growth within a leading African fintech.
- Collaborative, fast-paced, and innovative work environment.