Kuda Bank Quality Assurance Specialist Jobs in Nigeria

Kuda Bank Quality Assurance Specialist Jobs in Nigeria

Kuda is a full service, app-based digital bank.

Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world.

Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more.

We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors.

With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission.

If this sounds like a great way to spend your valuable time, then please get in touch with us.

Location: Lagos, Nigeria

Job Type: Full time

Job Summary

We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.

Responsibilities

Participate in the design of interaction monitoring formats and quality standards regularly updating where required

Conduct timely and objective performance evaluations across all the interaction channels within the CX team

Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction

Use quality monitoring data management tools to compile and track performance at team and individual level

Ensure compliance to standard operating procedures

Provide meaningful and constructive feedback and recommendation

Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness

Initiate process improvement programs where and when necessary

Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality

Identification of VOCs (Survey

Analysis) for process and service improvement

Prepare and analyze internal and external quality reports for management staff review

Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes

Ensure promises made to customers are being fulfilled

Requirements

BSc. (MBA, CBAP, PMP an added Advantage)

3-4 years Customer Support experience with a minimum of 1 year in Quality Assurance

Ability to deal with diverse problems using facts, judgment, and discretion to resolve them

Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders

Ability to probe effectively for understanding

Listening attentively to internal customers' complaints and compliments

Good Analytical skills

Excellent verbal, written and interpersonal communication skills

Ability to multitask and successfully operate in a fast-paced environment

Must adapt well to change and successfully set and adjust priorities as needed

Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint)

Benefits

Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritize their welfare.

We offer a wide range of competitive benefits in areas including but not limited to:

Pension

Competitive annual leave plus bank holidays

Group life insurance

Health insurance

L&D training

Application Closing Date
Not Specified

How to Apply

For more information and job application details, see: Kuda Bank Quality Assurance Specialist Jobs in Nigeria

Find Latest Daily Jobs in Nigeria Today - Recruitment in Nigeria Job - Nigerian Jobs - in Nigeria - Job Vacancies in Nigeria

Search our career portal & find the latest Nigerian job positions, career opportunities & jobs in Nigeria.

Jobs in Nigeria - banking jobs in Nigeria, IT jobs in Nigeria, accounting jobs in Nigeria, NGO jobsin Nigeria, business administration in Nigeria, ICT jobs in Nigeria, UN jobs in Nigeria, procurement jobs in Nigeria, education jobs in Nigeria, hospital jobs in Nigeria, human resources jobs in Nigeria, engineering jobs in Nigeria, teaching jobs in Nigeria, and other careers in Nigeria.

Oil and Gas job vacancies in Nigeria, MTN jobs in Nigeria, job vacancies in Nigeria for fresh graduates.

Federal government jobs in Nigeria, job vacancies in Nigeria Federal Civil Service.

Find your dream job from 1000s of vacancies in Nigeria posted and updated daily - click here!