Customer Experience Quality Assurance Supervisor at Nomba (Formerly Kudi)

Nomba - Launched in 2017 as "Kudi.ai", a chatbot that responds to financial requests on social apps, nomba has since evolved to empower independent businesses to act as neighborhood banks offering basic financial services such as cash withdrawal, transfer and bill payments to all Nigerians, especially those in underserved communities. Today we process more than $500m in payments monthly.

With a vision to enable economic prosperity by supercharging businesses to run efficiently and meet their goals, nomba is making it easier for businesses to accept payments, make payments and manage their operations. With over 250 employees and more than 150,000 businesses on our platform across the country, we are creating a distinct gateway into the digital economy by providing businesses with access to everyday tools that simplify payments and drive their growth. With these easy-to-use tools, businesses of all sizes can now accept, process and manage payments online and offline while optimizing their operations.

We are recruiting to fill the position below:

Job Title: Customer Experience Quality Assurance Supervisor

Location: Lekki, Lagos

Position Details

• We really care about providing outstanding customer experience for all our customers & users and to help us drive this, we’re looking for an experienced, people-focused Customer Experience Quality Assurance Supervisor to ensure our customers are treated fairly and receive awesome standards of service at all times.
• As the Customer Experience Quality Assurance Supervisor, you will be relied upon to maintain a high and consistent level of support across the Customer Success team.
• You will be responsible for ensuring that all our customers experience the same level of excellent and seamless support no matter the approach or support channel they are reaching us through.

About the Position

• Enhancing the support quality assurance metrics on the Team.
• Ensure that support agents adhere to compliance norms.
• Ensure customer privacy and security.
• Ensure that Knowledge Gaps/training needs are identified. 
• Map out ways/methods to train team members on the identified knowledge gaps & needs.
• Maintain and develop internal support and call center quality standards.
• Reviewing of support agents’ conversations (calls, emails, chat, etc). 
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with Support agents in regular meetings.
• Improve the customer service performance of the Support Team.

About You
The ideal candidate for this role should have:

• Minimum of a Bachelor’s Degree from a recognized institution.
• Minimum of 6 years of customer service experience in a Bank or Fintech is preferable.
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Great people skills and ability to communicate feedback constructively.
• Proven track record of analytical skills.
• Familiarity with customer relationship management (CRM) software programs.
• Good time management skills and an ability to thrive in a fast-paced environment.
• Good organizational skills, and knowledge of goal-setting practices.
• Minimum of 3 years as a Quality Assurance Associate experience is a plus (Bank or Fintech preferable).
• The ability to speak an indigenous Nigerian language is an added advantage.
• Experience in managing a team and improving performance is required.
• Strong influencing and stakeholder management skills, and ability to challenge others.

Application Closing Date
Not Specified.