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Quality Assurance Analyst Customer Experience
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
5years
Experience Required:
Posted:
6 June 2026 (30+ days ago)
Posted:
Application Deadline:
3 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
The Quality Assurance Analyst is responsible for ensuring the delivery of exceptional customer service by monitoring and evaluating customer interactions across all service channels. The role involves implementing quality assurance standards assessing compliance with operational and regulatory requirements analyzing customer feedback and performance trends and identifying opportunities for continuous improvement.
Requirements
Job Responsibilities
- Develop implement and maintain quality assurance frameworks policies procedures and monitoring standards for the Contact Centre.
- Monitor customer interactions across all channels to ensure adherence to compliance service and operational standards.
- Analyze quality monitoring results and customer feedback to identify trends gaps and improvement opportunities.
- Conduct calibration sessions with Team Leads and relevant stakeholders to ensure uniform evaluation standards.
- Ensure compliance with regulatory guidelines data privacy requirements and the Banks internal policies.
- Support agent development through targeted feedback coaching recommendations and performance improvement initiatives.
Other Requirements
- Ability to communicate fluently in Hausa is essential for this position.
- Six Sigma certification is an advantage
- 7 years minimum experience in a financial institution
- Strong communication skills
Benefits
- Competitive Salary
- Hybrid work model
- 13th month salary
- Leave Allowance
- Medical coverage for employee and family
Interested candidates send CV to
Required Skills:
Minimum any social science discipline (Business Administration Marketing Banking & Finance Economics or related courses). 5 years and above of experience in similar field Professional certification in ICAN ACCA RIMA is preferred
Required Education:
Bachelors Degree from an accredited University. A post graduate degree in Business Administration will be an added advantage
