Quality Control Specialist (Fintech) at CashXpress Nigeria Limited

CashXpress Nigeria Limited is a Nigerian fintech and digital lending company based in Lagos, operating under the brand “CashX.” The company focuses on providing quick consumer loans and digital financial services through online and mobile channels.

We are recruiting to fill the position below:

Job Title: Quality Control Specialist (Fintech)

Location: Mile 2, Lagos
Employment Type: Full-time (Onsite)

Job Summary

• We are seeking a detail-oriented and analytical Quality Control Specialist to ensure the highest standards of service delivery, compliance, and operational excellence across our Customer Service, Collections, Recovery, Verification, and Loan Operations functions.
• The Quality Control Specialist will be responsible for monitoring customer interactions, evaluating agent performance, ensuring compliance with company policies and regulatory requirements, identifying performance gaps, and supporting continuous improvement initiatives.

Key Responsibilities
Quality Monitoring & Assessment:

• Monitor and evaluate inbound and outbound calls made by Collection Specialists, Customer Service Representatives, Recovery Officers, and Verification Agents.
• Review customer interactions across phone calls, emails, WhatsApp, SMS, and other communication channels.
• Conduct daily, weekly, and monthly quality audits using approved Quality Assurance scorecards.
• Ensure agents adhere to approved scripts, communication standards, and operational procedures.
• Evaluate professionalism, call handling, empathy, negotiation skills, accuracy, and compliance during customer interactions.

Performance Improvement & Coaching:

• Provide detailed quality feedback reports to Team Leads and Department Heads.
• Identify coaching opportunities and recurring performance gaps.
• Participate in calibration sessions to ensure scoring consistency across teams.
• Support training and retraining initiatives based on audit findings.
• Work closely with Operations and Learning & Development teams to improve employee performance.

Customer Experience Management:

• Monitor customer complaints and escalation cases.
• Analyze customer feedback trends and recommend service improvements.
• Ensure customer interactions align with CashXpress's service excellence standards.
• Identify factors affecting customer satisfaction and retention.

Reporting & Analytics:

• Prepare daily, weekly, monthly, and quarterly quality performance reports.
• Analyze quality trends and provide actionable recommendations.
• Maintain quality dashboards and performance scorecards.
• Track departmental Quality Assurance KPIs.
• Present findings during management and operational review meetings.

Process Improvement:

• Recommend improvements to operational processes and customer engagement procedures.
• Assist in developing and updating quality monitoring templates and scorecards.
• Support business process improvement initiatives.
• Conduct root cause analysis for recurring operational issues.

Audit & Investigation Support:

• Investigate customer complaints related to service delivery.
• Review disputed customer interactions.
• Support internal audits and compliance reviews.
• Assist management in identifying operational risks and control gaps.

Qualifications & Requirements
Education:

• Bachelor's Degree or HND in Business Administration, Mass Communication, Economics, Accounting, Banking & Finance, Psychology, or related discipline.

Experience:

• 2–4 years experience in Quality Assurance, Quality Control, Customer Service, Collections, or Call Center Operations.
• Experience in a fintech, digital lending, banking, financial services, or BPO environment is highly preferred.
• Experience in call monitoring and quality evaluation is required.

Salary
N250,000 - N300,000 / Month. 

Application Closing Date
17th June, 2026.