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.
https://www.hotnigerianjobs.com/hotjobs/905315/quality-assurance-analyst-customer-experience-at-k.html