Customer Support Quality Assessment Officer

Moniepoint Inc. is looking for a Customer Support Quality Assessment Officer to review and score customer service interactions, provide feedback, and help improve service quality in Lagos, Nigeria.

What it offers

• A role focused on monitoring, evaluating, and scoring customer service calls, emails, chats, and other interactions against company standards.
• Responsibility for creating and refining quality scoring criteria and guidelines.
• Producing detailed reports on quality performance, highlighting trends, strengths, and areas for improvement.
• Delivering feedback, identifying training needs, and collaborating with team leaders to support agent development.
• Working with management to recommend process, policy, or script changes that enhance service quality and efficiency.
• Ensuring compliance with legal, regulatory, and company policies, including data protection and privacy standards.
• Maintaining accurate records of audits, feedback sessions, and action plans for management review.
• Participating in continuous learning to stay current with industry trends and quality assurance best practices.

Who can apply

• A degree in a relevant field.
• Experience and knowledge of customer support requirements, particularly in the correspondent banking space.
• 3–5 years of professional work experience, preferably in banking, fintech, or digital banking.
• Client service or front-office experience.
• Compliance knowledge is an added advantage.
• Strong attention to detail.

What you'll do

• Monitor and evaluate recorded customer service calls, emails, chats, and other interactions for alignment with company standards.
• Assess communication effectiveness, accuracy of information, and adherence to scripts or guidelines.
• Develop, implement, and refine quality scoring criteria and guidelines.
• Provide constructive feedback to customer service agents based on audit findings.
• Collaborate with team leaders and managers to deliver coaching and support.
• Identify recurring issues or training deficiencies and suggest targeted training programs.
• Work with management to develop and implement quality improvement initiatives.
• Ensure all customer interactions comply with legal, regulatory, and company policies.
• Monitor adherence to data protection and privacy standards.
• Keep precise records of audits, feedback sessions, and action plans.
• Work closely with Training, Operations, and Human Resources on quality assurance initiatives.
• Participate in regular meetings to discuss audit findings and contribute to continuous improvement strategies.
• Stay informed about industry trends, customer service best practices, and quality assurance methodologies.

How to apply

• Submit your application via the Moniepoint careers portal.
• Complete all required fields marked with an asterisk (*).