Quality Assurance Specialist at Kuda Bank

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.

We are recruiting to fill the position below:

Job Title: Quality Assurance Specialist

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