[Vacancy]: QA Specialist Needed at Kuda Bank
Job Description
- Job Type: Full-Time, Hybrid
- Qualification: BA/BSc/HND
- Experience: 2–3 years
- Location: Lagos
- Job Field: ICT / Computer
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.
