Quality Assurance Officer

4 days ago

Lagos, Lagos, Nigeria Assets Microfinance Bank Full time ₦3,000,000 - ₦4,200,000 per year

At Assets MFB, we offer value-based banking to Nigerians by creating superior value for all our stakeholders with the most effective and sustainable technologies, holding ourselves to the highest professional and ethical standards, and building an enduring transparent institution.

Assets Microfinance bank is a tier-1 deposit mobilization bank providing accessible, reliable and convenient financial services to individuals and businesses across Nigeria.

We are recruiting to fill the position below:

Job Position: Quality Assurance Officer

Job Location: Lekki Phase 1, Lagos

Employment Type: Full-time

Unit: Customer Success

Responsibilities

  • Monitor and evaluate customer interactions against established quality standards.
  • Provide constructive feedback and coaching recommendations to staff.
  • Identify training needs and collaborate with training teams for staff development.
  • Develop and maintain quality scorecards, checklists, and reporting tools.
  • Ensure compliance with regulatory requirements, company policies, and service protocols.
  • Analyze quality trends and recommend process improvements to enhance customer satisfaction.
  • Work closely with customer service management to align QA with organizational goals.
  • Identifying errors, gaps, or deviations in customer interactions.
  • Using QA metrics, KPIs, and customer feedback to assess service quality

Requirements

  • Customer Service Experience: Typically 3 years in customer service or call center roles to understand front-line operations.
  • Quality Assurance/Monitoring Experience: 1–3 years of experience in QA or monitoring customer interactions.
  • Experience evaluating calls, chats, or emails for compliance and quality standards.
  • Process Improvement: Experience in identifying gaps in service processes and recommending improvements.
  • Reporting & Analytics: Experience in generating performance reports, scorecards, and metrics dashboards is a strong requirement.

Salary

N250,000 - N350,000 Monthly.

Method of Application

Interested and qualified candidates should send their CV to: using the Job Position as the subject of the mail.

Note: Only shortlisted candidates will be contacted.

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