Customer Support Quality Assessment Officer
AI summary
Moniepoint Incorporated is hiring a Customer Support Quality Assessment Officer in Lagos to monitor and evaluate customer interactions, ensure compliance with company standards, and drive service quality improvements. The role involves quality scoring, feedback, coaching, and cross-functional collaboration to enhance customer experience in a fast-paced fintech environment.
- Role based in Lagos with focus on customer support quality assurance
- Requires 3-5 years experience, preferably in banking or fintech
- Involves call, email, and chat monitoring plus quality scoring
- Includes coaching, training needs identification, and process improvement
- Compliance and data protection adherence is a key responsibility
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, finance, Quality AssuranceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Support Quality Assessment Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Moniepoint Incorporated and the role in Not specified.
- Add concrete examples related to call_center, finance, Quality Assurance, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Support Quality Assessment Officer role in call_center, finance?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Moniepoint Incorporated before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Customer Support Quality Assessment Officer at Moniepoint Incorporated ⏲ Aug 20, 2026, 1:05 PM ⋕ View all Banking & Financial Services jobs Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale. We are recruiting to fill the position below: Job Title: Customer Support Quality Assessment Officer Location: Lagos Job Purpose This position is vital in upholding and enhancing service quality by pinpointing areas for improvement, offering feedback, and collaborating with the customer service team and product team to elevate the overall customer experience. The Quality Assurance Auditor in Customer Support is tasked with overseeing and assessing customer interactions to ensure compliance with company standards, policies, and procedures. Responsibilities: Monitor and Evaluate Agents’ Interactions: Assess the effectiveness of communication, the accuracy of the information given, and adherence to scripts or guidelines. Analyze and evaluate recorded customer service calls, emails, chats, and other interactions to ensure they align with company standards. Quality Scoring and Reporting: Produce detailed reports on quality performance, emphasizing trends, strengths, and areas needing improvement. Develop, implement, and refine quality scoring criteria and guidelines. Accurately evaluate customer interactions based on established metrics. Provide Feedback, Identify Training Needs and Coaching: Deliver constructive feedback to customer service agents based on audit findings. Collaborate with team leaders and managers to provide coaching and support to agents, helping them improve their performance. Examine audit results to pinpoint recurring issues or training deficiencies: Suggest targeted training programs to address identified improvement areas. Process Enhancement: Work with management to develop and implement quality improvement initiatives. Recommend changes to processes, policies, or scripts to enhance service quality and efficiency. Maintain Compliance/Ensure Adherence: Ensure that all customer interactions comply with legal and regulatory requirements, as well as company policies and procedures. Monitor adherence to data protection and privacy standards in customer interactions. Documentation and Record-Keeping: Ensure all documentation is current and readily available for management review. Keep precise records of all audits, feedback sessions, and action plans. Collaboration: Participate in regular meetings to discuss audit findings and contribute to continuous improvement strategies. Work closely with other departments, such as Training, Operations, and Human Resources, to support quality assurance initiatives. Continuous Learning and Development: Engage in continuous training and development programs to improve auditing skills. Keep informed about industry trends, customer service best practices, and quality assurance methodologies. Requirements: Experience: and knowledge of customer support requirements: particularly in the correspondent banking space. Client Service experience: or Front Office experience: Attention to detail. 3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment. Compliance knowledge is an added advantage A Degree in a relevant field How to Apply Interested and qualified candidates should: Click here to apply online View all Jobs in Nigeria Lagos State