About the job
The Quality Assurance Analyst is tasked with upholding superior customer service standards by meticulously reviewing and assessing interactions across all service channels. This position is responsible for establishing and enforcing quality assurance protocols, verifying adherence to operational and regulatory guidelines, evaluating customer feedback and performance metrics, and pinpointing areas for ongoing enhancement.
We are seeking a detail-oriented professional to oversee a range of critical tasks, ensuring seamless operations and adherence to established protocols. Key duties include managing project timelines, coordinating cross-functional teams, and maintaining meticulous records of progress and outcomes. Additionally, the role requires facilitating communication between departments, conducting thorough reviews of deliverables, and identifying opportunities for process improvements. Strong organizational skills and the ability to prioritize competing demands are essential, as is a collaborative mindset to support team objectives and drive efficiency.
Design, execute, and oversee comprehensive quality assurance frameworks, policies, procedures, and monitoring standards specifically tailored for the Contact Centre environment.
Oversee customer interactions across every channel to guarantee compliance with regulatory requirements, service excellence, and operational protocols.
To evaluate quality monitoring results alongside customer feedback, identify trends, gaps, and opportunities for enhancement.
Facilitate calibration meetings with Team Leads and pertinent stakeholders to establish and maintain consistent evaluation criteria.
Ensure adherence to all regulatory guidelines, data privacy mandates, and the Bank’s established internal policies.
Through focused feedback, tailored coaching suggestions, and structured performance improvement programs, support agents receive guidance aimed at fostering professional growth and enhancing service quality.
Seeking a highly motivated individual with a proven track record of leadership and collaboration, the ideal candidate must possess strong analytical skills and the ability to manage multiple priorities efficiently. Requirements include a minimum of five years of relevant experience in a similar role, proficiency in industry-standard software, and excellent verbal and written communication abilities. Additionally, the role demands adaptability to evolving project needs, a commitment to continuous learning, and the capacity to work effectively in fast-paced environments. A bachelor’s degree in a related field is preferred, though equivalent professional experience may be considered.
Fluent proficiency in Hausa is a mandatory requirement for this role.
Six Sigma certification is viewed favorably and may strengthen an application.
A minimum of seven years of professional experience within a financial institution is required.
Proficient in conveying information clearly and effectively, both verbally and in writing, ensuring seamless collaboration and understanding among team members and stakeholders.
Prospective applicants are invited to forward their curriculum vitae to careers@koinsbank.com.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
7 years
