Renmoney – We are a passionate team determined to challenge the status quo and make financial inclusion count for the millions of under-banked individuals and small business owners in Nigeria. We provide loans, savings, and fixed deposit solutions to our customers. Our vision is to be the most convenient lending company, delivering outstanding service experiences.

We are recruiting to fill the position below:

Job Title: Quality Assurance Specialist – Internal

Location: Ikoyi, Lagos
Department: Internal Control & Audit
Employment Type: Full-Time

Description
We are the place for you, if:

• You are excited about technology and the complexities of the future. You’re looking for a place to learn and grow.
• You care a lot about detail and pride yourself in impeccable execution.
• You can collect and analyze lots of data and feed in just the right amount of intuition to make sound decisions.
• You are ready to work extremely hard, at a fast pace, to achieve audacious goals.
• You love to speak up, ask questions and are comfortable challenging anyone or any idea.

The Position

• You will be responsible for identifying emerging risks that present new regulatory, fraud, or money laundering risks. These includes risks associated with new products and services, customer types, geographies, and channels

Key Responsibilities 

• Assess the quality of the performance of the call center associates who deal with our existing and potential customers across available communication channels (Phone, Email, Web/Live Chat, Video, Social media, etc.)
• Evaluate call center agents’ approaches by rating effectiveness of Contact Center advisors; providing quality ratings against set quality monitoring scorecard; identifying training needs; developing training programs; conducting trainings
• Review inbound and outbound voice, emails & social media interactions, to ensure that agents’ performance are in line with the pre-defined standards; provide monthly reports
• Verify telemarketing results by measuring skills in use of scripts, product knowledge, cross selling ability, greeting, diction, listening, etiquette, demeanor, objection handling, efficiency, consent and courteous close of call.
• Identify quality and performance weaknesses in agents/teams and propose strategies to correct/improve.
• Ensure interaction monitoring targets/standards are met.
• Ensure organizational service levels, quality and performance standards are met.
• Study trends and industry best practices to ensure continual quality and performance improvement by the organization, in line with industry standards.

Minimum Academic Qualification 

• B.Sc. Degree in any field
• A post-graduate degree is a plus

Experience:

• Minimum of 2 years experience working in sales, quality assurance, customer service and / or Contact Center environments

What is in it for you 

• You’ll work on solutions to complex, real-world challenges with tangible social and economic impact.
• You will receive competitive compensation and work with passionate teammates in a flat, performance-driven culture.

Application Closing Date
Not Specified.