Quality and Training Specialist at Fairmoney Microfinance Bank

FairMoney Nigeria is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Title: Quality and Training Specialist

Location: Abuja

Description

• FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.
• In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. 
• The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. 
• Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.
• FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities.

Roles and Responsibilities
For you as a Quality and Training Specialist at FairMoney here are your roles and responsibilities which is subject to change and can increase base on the company’s clientele and services rendered:

• Maintain and develop internal support and quality standards across all teams.
• Assess support interactions based on internal standards
• Analyze all customer service metrics (e.g. CSAT, FCR) and how the support team’s performance affects those KPIs
• Create strategies to improve support KPIs
• Map the need for training and onboarding programs and initiate these projects
• Monitor customer service performance on the agent and team level
• Contribute to the team culture in a positive manner.
• Review and identify the root cause for all escalated service requests and use this information to improve continuously within service delivery teams.
• Collaborate with other workgroup teams to train using processes and procedures based on historical experience
• Ensure Standard Operating Manual are adhered to diligently
• Ensure that all agents are up to date with the knowledge of the Lending and Bank’s products and services (both new and modified).

Requirements

• 2 - 3 years experience working as a quality assurance analyst
• A creative mindset and the ability to approach a problem creatively.
• Keen attention to detail
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills.

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development
• Performance Bonus.

Application Closing Date
Not Specified.