QUALITY CONTROL OFFICER (QC) AT CASHXPRESS NIGERIA LIMITED | QUALITY CONTROL OFFICER JOBS IN LAGOS

About Company:

We bridge the financial gap for individuals by providing fast loans with competitive interest rates and without discrimination.

Job Description:

We are seeking a detail-oriented and results-driven Quality Assurance Specialist to oversee the service standards of our customer-facing teams. This role is critical in ensuring that every interaction our agents have with customers meets our high-quality benchmarks. You will be responsible for monitoring live and recorded calls, investigating the root causes of quality-related complaints, and designing solutions that prevent recurring issues. If you have a keen eye for detail, a deep understanding of quality control methodologies, and the ability to turn data into actionable insights, we invite you to anchor our QA department.

Requirements:

1. Monitoring & Performance Auditing

• Call Monitoring: Systematically monitor agent calls to evaluate tone, accuracy, compliance with scripts, and adherence to company policies.

• Evaluation Frameworks: Use standardized scorecards to rate agent performance, identifying strengths and areas for immediate improvement.

• Feedback Loops: Provide constructive feedback to agents and team leads to ensure a culture of continuous learning and service excellence.

2. Complaint Investigation & Resolution

• Root Cause Analysis: Investigate specific customer complaints regarding quality issues, digging deep into the "why" behind the failure.

• Problem Solving: Develop and implement immediate corrections for customer issues while designing long-term solutions to prevent reoccurrence.

• Escalation Management: Serve as the subject matter expert for complex quality disputes, ensuring a fair and professional resolution for the customer.

3. Data Analysis & Reporting

• Report Compilation: Record, compile, and prepare weekly/monthly quality reports for management evaluation.

• Trend Analysis: Analyze quality data to identify systemic issues or training gaps across the agent pool.

• Process Optimization: Recommend updates to quality control standards and testing methodologies based on performance data and industry best practices.

Qualifications and Skills:

Education & Experience

• Academic Background: B.Sc. or Diploma in a related field.

• Proven Tenure: 3 – 5 years of work experience as a Quality Inspector, QA Specialist, or a similar performance-monitoring role.

• Industry Knowledge: Deep understanding of quality control standards and modern testing methodologies.

Core Competencies

• Attention to Detail: A "keen eye" for spotting subtle quality lapses that others might overlook.

• Digital Literacy: Excellent knowledge of MS Office and general computer skills for data management.

• Communication: Exceptional verbal and written communication skills to deliver feedback and draft professional reports.

• Ethics: Highly responsible, trustworthy, and able to handle sensitive agent performance data with discretion.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should forward their CV to: hr@cashx.ng using the position as subject of email.