Quality Assurance Analyst - Customer Experience

About the job

• 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.

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 Bank’s 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