Quality Assurance Analyst - Call Center at Mwanga

Mwanga is a pioneer tech-driven debt recovery and business support outsourcing company with a vision to be the leading extension to global teams in Africa. We started our pilot operations in 2018 with a small agile team and have scaled impressively since then in results and team becoming trusted by key players for recoveries in Nigeria. We offer business support to businesses with the aim of helping them scale using ethical and innovative technology strategies. We are trusted by Africa’s leading lenders to recover their outstanding debts and to scale our impact. We provide a range of services ranging from debt recovery, telemarketing, call center outsourcing, virtual assistant services, customer support services, and data analysis.

We are recruiting to fill the position below:

Job Title: Quality Assurance Analyst - Call Center

Location: Maryland, Lagos
Employment Type: Full-time

Job Summary

• We are seeking a detail-oriented and performance-driven Quality Assurance (QA) Analyst to support our Customer Support Call Center operations.
• The successful candidate will be responsible for monitoring agent interactions, evaluating service quality, identifying performance gaps, and driving continuous improvement through coaching, feedback, and data-driven insights.
• This role is critical to maintaining high customer service standards and ensuring agents consistently meet operational and quality benchmarks.

Key Responsibilities

• Monitor and evaluate customer interactions (calls) in line with quality standards and KPIs
• Conduct call evaluations, calibration scoring, and quality audits
• Prepare and analyze internal and external quality assurance reports for management review
• Track and manage quality performance data at individual and team levels using QA tools and reporting systems
• Identify skill and performance gaps and support targeted coaching, refresher, or corrective training
• Facilitate and participate in call calibration sessions with agents and team leads
• Conduct regular agent feedback sessions and provide actionable insights to Team Leaders and Managers
• Coach and counsel agents on performance and behavioral improvement to enhance customer experience
• Support continuous improvement initiatives through structured meetings, documentation, and follow-up actions

Requirements / Qualifications / Skills

• Minimum of B.Sc. / HND Qualification.
• 2 - 3 years’ experience as a call center quality assurance analyst.
• Previous experience in customer service will be an added advantage
• A strong communicator who can collaborate with agents, team leads, and management
• Proficient use of Microsoft Suit especially Excel for reporting.
• Good understanding of call center KPIs, quality frameworks, and customer service standards
• Ability to work effectively in a 12-hour rotational shift system.
• Proximity to Maryland and its environs.

Application Closing Date
28th February, 2026.