About the Role
PalmPay is building an ecosystem to provide millions of customers with the best choice and value in digital and financial services. We are creating new and unique experiences for our customers and can offer scale to our partners to reach new audiences. We are currently seeking a detail-oriented Quality Assurance Officer with fluency in Hausa to join our dynamic team in Nigeria. In this role, you will monitor and evaluate collections interactions to ensure compliance, service quality, and operational standards while identifying valuable coaching opportunities to elevate team performance.
Key Responsibilities- Review and evaluate customer calls, chats, and emails using established QA scorecards.
- Ensure all collections interactions comply with internal company policies, industry regulations, and legal standards.
- Provide actionable feedback and targeted coaching to Collections Officers to improve service delivery.
- Identify emerging 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 with a minimum of 2 years of proven experience in Collections, Quality Assurance, Customer Service, or Contact Centre Operations.
- Bilingual proficiency in English and Hausa is strictly required for this role.
- Strong analytical skills, high attention to detail, and excellent written and verbal communication abilities.
- Proficiency in Microsoft Excel, CRM systems, and reporting tools.
- Demonstrated ability in coaching, mentoring, and driving performance improvements in a fast-paced environment.
- Competitive basic salary of N80,000 monthly with a N20,000 performance incentive (KPI).
- Opportunity to work in a fast-paced, innovative, and rapidly scaling fintech ecosystem.
- Continuous professional development, training, and career advancement opportunities.
- Collaborative and dynamic multicultural work environment in Nigeria.