Call Centre Quality Assurance Specialist at Miva Open University

Miva Open University is an education company building a new kind of university targeted at the African region. Miva is a Pan- African Distance e-Learning University that is built on a couple of beliefs: Firstly, we believe that the traditional brick and mortar approach to tertiary education is no longer a viable option in serving learners on the African continent. This approach will not provide the capacity and efficacy for the people of the region.

We are building a university experience that can leverage excellent academic talent (wherever it is to be found) and digital technologies to create a new, fresh, more efficacious and more accessible tertiary experience. Our second belief is that this new tertiary experience must not only meet but exceed the existing way of doing things in terms of quality, efficacy and preparing learners for the future. We are uncompromising in these beliefs and this is why we are excited to speak to you.

We are recruiting to fill the position below:

Job Title: Call Centre Quality Assurance Specialist

Location: Yaba, Lagos (Onsite)

Overall Function

• We are seeking a detail-oriented and analytical Call Centre Quality Assurance (QA) Specialist to join our Admissions and Learner Experience Department. The QA Specialist will play a crucial role in monitoring, evaluating, and improving the quality of customer interactions across all learner-facing teams.
• This role ensures that Admissions Officers, Admissions Advisors (Customer Service), Success Advisors (Customer Retention), and Application Specialists (Telesales) consistently deliver excellent customer service, adhere to company standards, and comply with regulatory and operational policies.

Key Responsibilities

• Monitor inbound and outbound calls, chats, and emails to assess quality, accuracy, and professionalism.
• Evaluate agent performance based on tone, empathy, accuracy, policy adherence, and customer satisfaction.
• Provide structured feedback, coaching points, and performance insights to team leads and supervisors.
• Identify process gaps, training needs, and recurring issues affecting customer experience.
• Collaborate with managers and trainers to improve scripts, workflows, and customer engagement practices.
• Maintain QA reports, dashboards, and trend analyses for leadership review.
• Support calibration sessions to ensure consistency in evaluation standards across QA and operational teams.
• Ensure compliance with data protection and internal quality standards.

Requirements

• Bachelor’s degree in any relevant field.
• 3–4 years’ experience in quality assurance, call centre operations, or customer experience.
• Excellent communication, analytical, and feedback-delivery skills.
• Strong attention to detail and ability to identify patterns or recurring issues.
• Familiarity with CRM systems, call-monitoring tools, and performance reporting software.
• A proactive mindset with a passion for continuous improvement and customer excellence.

Remuneration
Salary: N300,000 per month. 

Application Closing Date
8th December, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online