LEAD, CUSTOMER SUPPORT QA AT MONIEPOINT | CUSTOMER CARE JOBS IN LAGOS

About Company:

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

Job Description:

We are looking for a strategic and hands-on Lead, Customer Support Quality Assurance (QA) to own and drive our quality ecosystem. This is not just a role for monitoring calls; it is a leadership position where you will define the standards of excellence for every single customer interaction across our business.

In this role, you will lead a team of 13+ Quality Assessors, translate complex data into actionable business insights, and ensure that our brand’s promise of clarity, empathy, and accuracy is delivered across every channel from phone and chat to social media and our walk-in centers.

Requirements:

Quality Strategy & Governance

• Define the Standard: You will build and refine our QA frameworks, scorecards, and benchmarks. You are the architect of what "good" looks like.

• Consistency Across Channels: You will ensure our quality standards are uniform, whether the customer is speaking to an agent on the phone, sending a WhatsApp message, or walking into one of our centers.

• Audit & Integrity: Maintain strict scoring integrity and ensure our audit processes are always ready and reliable.

Team Leadership & Development

• Lead the QA Team: You will mentor and manage a team of 13+ Quality Assessors. You are responsible for their performance, productivity, and professional development.

• Drive Capability: Through coaching, feedback sessions, and structured training, you will build a high-performing team that is analytical, objective, and fair.

Monitoring, Calibration & Calibration

• Data-Driven Evaluation: Design sampling methodologies that represent all channels—voice, non-voice (email/chat), social media, and physical interactions.

• Calibration: Lead cross-functional sessions to align operations and training teams. You will be the final word on scoring discrepancies and define guidelines for complex or edge-case scenarios.

Insights & Continuous Improvement

• Actionable Intelligence: You will translate QA data into clear insights. You won’t just report numbers; you will identify the root causes of performance gaps—whether they are process inefficiencies, training gaps, or system limitations.

• Partner for Growth: You will work directly with Operations, Training, and Product teams to implement interventions that boost CSAT, First Contact Resolution (FCR), and Average Handling Time (AHT).

Stakeholder Management

• Influence Decision-Making: You will be the "Voice of Quality" in leadership meetings. You will use your data-backed recommendations to influence senior management and drive operational changes.

Qualifications and Skills:

• Experience: 6–10+ years of experience in contact center operations or quality assurance, with at least 2–3 years in a management role overseeing QA teams.

• Education: A Bachelor’s degree in a relevant field.

• Technical Mastery: You are proficient in QA tools, CRM platforms, and reporting dashboards. You can analyze large datasets and identify trends that others might miss.

• Analytical Mindset: You are structured, data-driven, and focused on outcomes. You know how to look at performance gaps and design a path to fix them.

• Leadership & Influence: You are an expert at influencing without authority. You know how to guide cross-functional teams toward a common quality goal.

• Attention to Detail: You have the judgment to be fair, consistent, and objective in every evaluation.

Salary

Application Closing Date: Not specified

Application Instructions:

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