Quality Assurance Analyst - Customer Experience

About the role

The Quality Assurance Analyst will ensure exceptional customer service across all contact‑centre channels by monitoring interactions, enforcing standards, and driving continuous improvement. You will work closely with team leads and stakeholders to maintain compliance with regulatory and internal policies.

Key responsibilities

• Develop, implement and maintain QA frameworks, policies, procedures and monitoring standards for the contact centre.
• Monitor customer interactions across voice, chat, email and other channels to verify compliance with service and operational standards.
• Analyse monitoring results and customer feedback to spot trends, gaps and improvement opportunities.
• Conduct calibration sessions with team leads and relevant stakeholders to ensure consistent evaluation.
• Ensure adherence to regulatory guidelines, data‑privacy requirements and the bank’s internal policies.
• Support agent development through targeted feedback, coaching recommendations and performance‑improvement initiatives.

Required profile

• Fluency in Hausa is essential.
• Minimum 7 years experience in a financial institution.
• Strong communication skills.
• Six Sigma certification is an advantage.

Required skills

• Six Sigma

What we offer

• Competitive salary.
• Hybrid work model.
• 13th month salary.
• Leave allowance.
• Medical coverage for employee and family.