Quality Assurance Officer at Assets Microfinance Bank

Assets Microfinance Bank provides value-driven banking solutions to individuals and businesses across Nigeria. We focus on creating sustainable financial opportunities using effective technologies while maintaining transparency, professionalism, and ethical standards. Our goal is to make banking accessible, reliable, and convenient for everyone.

Job Details

We are seeking a Quality Assurance Officer to join our Customer Success team. The ideal candidate will be responsible for monitoring service quality, ensuring compliance, and improving customer experience across all communication channels.

Location: Lekki Phase 1, Lagos
Employment Type: Full-time
Department: Customer Success

Role Overview

The Quality Assurance Officer will assess customer interactions, evaluate service delivery, and identify areas for improvement. This role requires strong analytical skills, attention to detail, and the ability to provide actionable feedback that enhances overall customer satisfaction.

Key Responsibilities

• Monitor and review customer interactions to ensure compliance with quality standards.
• Provide feedback and coaching to staff to improve performance.
• Identify skill gaps and collaborate with the training team to enhance staff capability.
• Develop and manage quality scorecards, checklists, and reports.
• Ensure adherence to company policies, regulatory requirements, and service procedures.
• Analyze trends and recommend process improvements for better service outcomes.
• Collaborate with the customer service management team to align quality goals with business objectives.
• Track and report QA metrics, KPIs, and customer feedback to assess overall service quality.

Qualifications and Skills

• Minimum of 3 years of experience in customer service or call center roles.
• 1–3 years of experience in quality assurance or customer interaction monitoring.
• Strong understanding of evaluating calls, chats, and emails against quality benchmarks.
• Proven experience in identifying process gaps and recommending effective solutions.
• Excellent analytical, reporting, and communication skills.
• Ability to generate performance reports, scorecards, and quality metrics dashboards.

Salary

₦250,000 – ₦350,000 monthly.

How to Apply

Interested and qualified candidates should send their CV using the job title as the subject of the email.

Application Closing Date: 11th November, 2025.