[Vacancy]: QA Specialist Needed at Kuda Bank

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March 8, 2024

Job Description

About Us

We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting, and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world’s most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

Responsibilities

  • Generate performance reports for agents on a regular basis.
  • Conduct deep dives on CSAT, response times, and document insights.
  • Ensure quality evaluations across diverse channels (calls, chats, emails, etc.).
  • Monitor interactions and track team and individual performance.
  • Review support agents’ conversations based on internal standards.
  • Ensure compliance with SOPs and conduct feedback sessions.
  • Identify knowledge gaps, and provide regular coaching for improvement.
  • Initiate process improvement programs when necessary.
  • Coordinate call calibration sessions for internal evaluation consistency.
  • Assess major customer-impacting processes and recommend improvements.
  • Identify and share best practices for continual business improvement.
  • Conduct a need analysis for effective customer touchpoint service delivery.
  • Research, assess, and implement local and international best practices

Requirements

  • B.Sc. (Six Sigma certifications (yellow or green belt) are an added advantage.
  • Minimum of 2–3 years experience in a similar role
  • Proficient in implementing and upholding quality assurance methodologies for customer experience.
  • Workforce management experience.
  • Ability to design, conduct, and evaluate customer interactions using standardized audit procedures to ensure quality and performance adherence.
  • Strong analytical skills for interpreting data, identifying trends, and generating impactful reports for continuous improvement.
  • Competent in using CRM systems, quality assurance software, and relevant tools to monitor and enhance customer interactions.
  • Effective communication skills to provide constructive feedback and communicate quality standards to customer service representatives.
  • Proven ability to identify and implement process improvements in the customer experience journey.
  • Familiarity with key customer satisfaction metrics (CSAT, CES, NPS) to drive improvements in customer experience.
  • Problem-solving Aptitude:
  • Strong problem-solving abilities to address challenges related to customer interactions, service quality, and process efficiency.

Click here to apply

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