Quality Assurance Analyst - Customer Experience at Koins Microfinance Bank Limited

Koins Microfinance Bank Limited is a fully licensed technology and impact-driven microfinance bank that focuses on driving financial inclusion. Loans / Savings / Investments.

We are recruiting to fill the position below:

Job Title: Quality Assurance Analyst - Customer Experience

Location: Victoria Island, Lagos 
Employment Type: Full-time

Job Responsibilities

• Develop, implement, and maintain quality assurance frameworks, policies, procedures, and monitoring standards for the Contact Centre.
• Monitor customer interactions across all channels to ensure adherence to compliance, service, and operational standards.
• Analyze quality monitoring results and customer feedback to identify trends, gaps, and improvement opportunities.
• Conduct calibration sessions with Team Leads and relevant stakeholders to ensure uniform evaluation standards.
• Ensure compliance with regulatory guidelines, data privacy requirements, and the Bank’s internal policies.
• Support agent development through targeted feedback, coaching recommendations, and performance improvement initiatives.

Other Requirements

• Ability to communicate fluently in Hausa is essential for this position.
• Six Sigma certification is an advantage.
• 7 years minimum experience in a financial institution.
• Strong communication skills.

Benefits

• Competitive Salary.
• Hybrid work model.
• 13th month salary.
• Leave Allowance.
• Medical coverage for employee and family.

Application Closing Date
3rd July, 2026.

How to Apply
Interested and qualified candidates should send their CV to: careers@koinsbank.com using the Job title as the subject of the email.