Quality Assurance Analyst - Customer Experience

Koins Bank is seeking a full-time Quality Assurance Analyst – Customer Experience. In this role, you will be responsible for ensuring the delivery of exceptional customer service by monitoring and evaluating customer interactions across all service channels. The ideal candidate will establish quality standards, collaborate with team leads to maintain evaluation alignment, and support agent development to drive overall compliance and operational excellence.

Key Responsibilities:

• Develop, implement, and maintain quality assurance frameworks, policies, procedures, and monitoring standards for the Contact Centre.
• Monitor customer interactions across all channels to ensure adherence to compliance, service, and operational standards.
• Analyze quality monitoring results and customer feedback to identify trends, gaps, and improvement opportunities.
• Conduct calibration sessions with Team Leads and relevant stakeholders to ensure uniform evaluation standards.
• Ensure compliance with regulatory guidelines, data privacy requirements, and the Bank’s internal policies.
• Support agent development through targeted feedback, coaching recommendations, and performance improvement initiatives.

Requirements:

• Bachelor's degree or HND in any related field.
• Minimum of 7 years of experience in a financial institution.
• Ability to communicate fluently in Hausa is essential for this position.
• Strong communication skills are required. Six Sigma certification is an advantage.

Benefits:

• Opportunity to work within a structured financial institution like Koins Bank.
• Direct involvement in driving customer service excellence and contact centre performance.
• Collaborative role interacting closely with Team Leads and cross-functional stakeholders.