Customer Support Quality Assessment Officer

Who we are

Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month. 

As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.

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

1. 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.
2. 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.

      3. 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.                                4. Examine audit results to pinpoint recurring issues or training deficiencies:                                                                                                                    * Suggest targeted training programs to address identified improvement areas.                                                                                                                    5. 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.                                                                                    6. 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.                                                                                                      7. 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.                                                                                                             8. Collaboration: