Multi-channel customer support environment expertise
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Moniepoint is seeking a Lead for Customer Support Quality Assurance in Lagos, Nigeria. This role involves overseeing the service quality across customer interaction channels, ensuring high standards of clarity, accuracy, and empathy while managing a team of Quality Assessors.
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Job Summary
The role is responsible for designing, governing, and driving service quality at scale across all customer interaction channels including voice, digital, and physical touchpoints.
This position leads a team of 13+ Quality Assessors while establishing clear quality benchmarks tied to business outcomes like CSAT and First Contact Resolution.
The incumbent translates performance data into actionable interventions to improve operational outcomes and resolve root causes of performance gaps across processes and training.
Matching Summary
Match Score: 75
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Moniepoint is seeking a Lead for Customer Support Quality Assurance in Lagos, Nigeria. This role involves overseeing the service quality across customer interaction channels, ensuring high standards of clarity, accuracy, and empathy while managing a team of Quality Assessors.
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Skills & Requirements
Must-have
6-10+ years contact centre operations experience
2-3 years managing QA teams
Multi-channel customer support environment expertise
Strong analytical and problem-solving capability
Experience with QA tools and CRM platforms
Nice-to-have
Ability to influence stakeholders without direct authority