About the Role
PalmPay is building a dynamic digital ecosystem to provide millions of customers with the best choice and value in financial services. We are currently looking for a detail-oriented and bilingual Quality Assurance Officer fluent in Hausa to join our growing team in Nigeria. In this role, you will monitor and evaluate collections interactions to ensure compliance, service quality, and adherence to operational standards while helping us identify valuable coaching opportunities for our staff.
Key Responsibilities- Review and evaluate customer calls, chats, and emails using established QA scorecards.
- Ensure all collections interactions strictly comply with internal company policies and relevant financial regulations.
- Provide actionable feedback and targeted coaching to Collections Officers to improve performance.
- Identify recurring quality trends, operational gaps, and recommend effective process improvements.
- Prepare comprehensive QA reports and maintain accurate evaluation records for management review.
- Bachelor Degree in a relevant field from a recognized institution.
- Minimum of 2 years of proven experience in Collections, Quality Assurance, Customer Service, or Contact Centre Operations.
- Fluent in both English and Hausa languages, with excellent verbal and written communication skills.
- Strong analytical skills with proficiency in Microsoft Excel and CRM systems.
- Exceptional attention to detail, reporting capabilities, and a passion for coaching others.
- Competitive salary package commensurate with experience and industry standards.
- Health insurance and wellness benefits.
- Opportunities for professional growth and career advancement within a leading fintech company.
- A vibrant, collaborative, and inclusive work environment.