Quality Assurance Officer

Job Title: Quality Assurance Officer

Location:
Ikoyi, Lagos Industry: Property Technology (Real Estate) Role Overview The organization is an innovative digital property platform that delivers seamless real estate solutions and enhances mortgage accessibility through technology. The Quality Assurance Officer will be responsible for monitoring and evaluating the quality, timeliness, and effectiveness of customer interactions and lead management activities across QShelter’s customer acquisition channels. The role will provide an independent quality assurance layer across Customer Service, Lead Management, Agency Network, Referral Platform, and other customer-facing channels to ensure that leads are properly handled, followed up, documented, and progressed through the customer journey. The successful candidate will help identify service gaps, lead management inefficiencies, process deviations, and opportunities for improvement, providing actionable insights to management to improve customer experience, accountability, lead conversion, and overall operational performance.

Key Responsibilities
Customer Interaction & Call Quality
• Monitor and evaluate customer calls, chats, emails, and other customer interactions against approved quality standards.
• Conduct periodic call reviews and quality assessments to evaluate professionalism, responsiveness, accuracy, communication, and adherence to service standards.
• Identify gaps in customer handling and recommend appropriate corrective actions.
• Provide objective feedback on customer interactions and escalate recurring quality concerns. Lead Management & Monitoring
• Monitor leads generated across digital, marketing, agency, referral, and other acquisition channels.
• Track response times and follow-up activities to ensure leads are contacted and attended to within defined timelines.
• Identify unattended, delayed, stalled, duplicated, or improperly managed leads and escalate appropriately.
• Monitor the movement of leads through the customer journey and identify points where potential customers are being lost.
• Conduct periodic reviews to ensure leads are properly assigned, followed up, updated, and progressed. CRM & Data Quality Assurance
• Review CRM records to ensure lead information, customer interactions, status updates, follow-up activities, and outcomes are accurately captured.
• Validate lead statuses and customer journey updates against actual interactions and available records.
• Identify incomplete, inaccurate, outdated, or inconsistent CRM information and ensure corrective action is taken.
• Monitor compliance with established CRM and lead management processes. Quality Audits & Process Compliance
• Conduct routine quality assurance audits across Customer Service and Lead Management activities.
• Assess compliance with approved processes, service standards, response timelines, and documentation requirements.
• Identify recurring process gaps and recommend improvements to strengthen operational efficiency.
• Support the development and continuous improvement of quality assurance checklists, scorecards, and monitoring frameworks. Performance Reporting & Insights
• Prepare periodic quality assurance reports highlighting findings, trends, exceptions, and areas requiring management attention.
• Track key indicators including response time, follow-up compliance, lead handling quality, customer interaction quality, and lead progression.
• Provide actionable insights to management on factors affecting lead performance and conversion.
• Maintain accurate records of quality assessments, findings, corrective actions, and improvement initiatives. Agency & Referral Channel Monitoring
• Monitor customer and lead handling across the Agency Network and Referral Platform to ensure adherence to QShelter’s service standards.
• Conduct periodic quality checks on leads received through agency and referral partners.
• Identify gaps in partner responsiveness, documentation, customer handling, and lead management.
• Support the implementation of quality standards and monitoring processes for new customer acquisition channels. Continuous Improvement
• Identify opportunities to improve customer experience, lead management processes, and operational controls.
• Work with Customer Service, Lead Management, Sales, Marketing, and other relevant teams to address recurring quality issues.
• Follow up on agreed corrective actions and monitor their effectiveness.
• Contribute to initiatives aimed at reducing lead wastage and improving conversion performance. Qualifications & Experience
• Bachelor’s degree in Business Administration, Mass Communication, Marketing, Management, or a related discipline.
• 2 – 5years of relevant experience in Quality Assurance, Customer Experience, Customer Service, Call Monitoring, Lead Management, or a related function.
• Experience in a customer-facing, sales, service, fintech, proptech, telecoms, banking, or other high-volume environment is an advantage.
• Experience using CRM systems and customer interaction monitoring tools is preferred. Key Skills & Competencies
• Strong customer service and quality assurance knowledge.
• Excellent listening, observation, and analytical skills.
• Strong attention to detail and ability to identify process deviations.
• Good understanding of CRM and lead management processes.
• Strong reporting and data interpretation skills.
• Excellent communication and interpersonal skills.
• Ability to provide objective feedback and engage stakeholders constructively.
• Strong problem-solving and investigative abilities.
• Ability to work independently while collaborating effectively with cross-functional teams.
• High level of integrity, objectivity, and confidentiality. Key Performance Indicators (KPIs)
• Lead response and follow-up compliance rate.
• Percentage of leads accurately updated and progressed in the CRM.
• Number and percentage of unattended or stalled leads identified and resolved.
• Customer interaction quality score.
• CRM data accuracy and completeness.
• Compliance with established customer service and lead management standards.
• Timeliness and quality of QA reports.
• Closure rate of identified quality and process gaps.
• Reduction in recurring customer service and lead management issues.
• Quality assurance coverage across Agency and Referral channels. Qualified candidates are encouraged to apply by sending their CV to hr@quickshelter.ng, using “Quality Assurance Officer” as the subject of the email.