Customer Support Quality Assessment Officer
AI summary
Moniepoint 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 scoring interactions, providing agent feedback, identifying training needs, and collaborating with operations and training teams. A degree, 3–5 years of experience in banking or fintech, and strong attention to detail are required.
- Quality assurance role focused on customer support interactions
- Based in Lagos, Nigeria
- Requires 3–5 years experience in banking or fintech
- Involves scoring, reporting, and coaching customer service agents
- Compliance and data protection monitoring responsibilities
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 hospitality, factory, call_centerThe 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 and the role in Not specified.
- Add concrete examples related to hospitality, factory, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobgurus 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
- Jobgurus 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 hospitality, factory?
- 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 before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
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Original source description
Customer Support Quality Assessment Officer Job at Moniepoint | Jobgurus Toggle navigation Jobs Job Seekers Aptitude Test Scholarships Register Sign in Employer? Post a Job CLICK HERE TO JOIN OUR WHATSAPP CHANNEL Customer Support Quality Assessment Officer Job at Moniepoint 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 Position: Customer Support Quality Assessment Officer Job Location: Lagos Job Purpose The Quality Assurance Auditor in Customer Support is tasked with overseeing and assessing customer interactions to ensure compliance with company standards, policies, and procedures. 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. Responsibilities: Monitor and Evaluate Agents’ Interactions: Analyze and evaluate recorded customer service calls, emails, chats, and other interactions to ensure they align with company standards. Assess the effectiveness of communication, the accuracy of the information given, and adherence to scripts or guidelines. Quality Scoring and Reporting: Develop, implement, and refine quality scoring criteria and guidelines. Accurately evaluate customer interactions based on established metrics. Produce detailed reports on quality performance, emphasizing trends, strengths, and areas needing improvement. 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: Keep precise records of all audits, feedback sessions, and action plans. Ensure all documentation is current and readily available for management review. Collaboration: Work closely with other departments, such as Training, Operations, and Human Resources, to support quality assurance initiatives. Participate in regular meetings to discuss audit findings and contribute to continuous improvement strategies. Continuous Learning and Development: Keep informed about industry trends, customer service best practices, and quality assurance methodologies. Engage in continuous training and development programs to improve auditing skills. Requirements: A Degree in a relevant field 3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment. Experience: and knowledge of customer support requirements: particularly in the correspondent banking space. Client Service experience: or Front Office experience: Compliance knowledge is an added advantage Attention to detail. 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