Quality Assurance Officer at Outsource Nigeria - Omni Channel

Outsource Nigeria is a full-service Human Resources agency, specializing in providing outsourced turnkey manpower solutions to growing companies. Our solution include HR Services, Recruiting, Accounting, IT Support, Business Intelligence, Developers, and Operations including management and field / phone / automated based resources. The core of Outsource Nigeria’s success is its people.

We are recruiting to fill the position below:

Job Title: Quality Assurance Officer

Location: Surulere, Lagos
Employment Type: Full-time

Job Purpose

• We are looking for a Quality Assurance Officer who will be responsible for monitoring, evaluating, and improving agent interactions to ensure consistent service delivery, compliance with company standards, and exceptional customer experience.
• The role supports performance improvement, identifies training needs, and helps maintain operational excellence within the contact centre.

Key Responsibilities
Call Monitoring & Evaluation:

• Monitor inbound and outbound calls, chats, and emails to assess agent performance.
• Score interactions using approved QA scorecards.
• Ensure compliance with scripts, processes, and customer service standards.
• Identify deviations and recommend corrective actions.

Quality Control & Compliance:

• Ensure agents follow organizational policies, client guidelines, and regulatory requirements.
• Conduct periodic audits of customer interactions and documentation.
• Report quality breaches immediately and follow up on corrective measures.

Performance Analytics:

• Analyze QA results and provide weekly/monthly performance reports.
• Highlight key trends, recurring issues, and areas requiring improvement.
• Track QA KPIs such as:
  • Accuracy
  • Compliance rate
  • Customer satisfaction indicators
  • First Contact Resolution trends

Feedback & Coaching Support:

• Provide constructive feedback to agents and supervisors.
• Participate in coaching sessions and calibration meetings.
• Support trainers by identifying skill gaps and recommending training topics.

Process Improvement:

• Recommend changes to SOPs, scripts, and processes that enhance service quality.
• Participate in continuous improvement initiatives.
• Document findings from QA reviews and contribute to knowledge base updates.

Customer Experience Enhancement:

• Identify customer pain points from call reviews and escalate patterns.
• Ensure customer complaints are analyzed to prevent recurrence.
• Assist stakeholders in improving customer journey experiences.

Reporting & Documentation:

• Maintain accurate QA evaluation records.
• Prepare detailed reports for management and clients.
• Ensure data confidentiality and security in line with company standards.

Key Performance Indicators (KPIs)

• QA review completion rate (e.g., % of daily/weekly evaluations).
• Agent compliance rate.
• Accuracy of scoring reports.
• Turnaround time for feedback delivery.
• Reduction in repeat errors by agents.
• Contribution to improved customer satisfaction (CSAT) or Net Promoter Score (NPS).
• Timeliness and quality of QA reports.

Qualifications & Experience

• Bachelor’s Degree in any discipline (Business, Communications, Social Sciences preferred).
• 1 - 2 years QA experience in a contact centre or customer service environment.
• Strong knowledge of call centre operations, customer experience standards, and KPIs.
• Understanding of CRM systems, ACD tools, and QA software is an advantage.

Skills & Competencies:

• Technical Skills:
  • Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
  • Experience with call recording and QA evaluation tools.
  • Strong analytical and report-writing skills.
• Behavioural Skills:
  • Excellent listening skills and attention to detail.
  • Strong communication and interpersonal ability.
  • High level of objectivity and fairness.
  • Ability to work under pressure and meet deadlines.
  • Problem-solving and critical thinking.

Salary
N250,000 / Month.

Application Closing Date
31st December, 2025.