Quality Assessment Lead

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.

What We Do

At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.

Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.

Location: Lagos (Hybrid)

Job Purpose

The Quality Assessment Lead is the guardian of service excellence at Moniepoint. You are responsible for ensuring that every interaction—whether in sales, collections, or support—meets our high standards of mastery and empathy.

You don’t just "check boxes"; you identify the stories behind the data, coaching our teams to improve and ensuring our customers always interact with a knowledgeable, relatable, and reliable partner.

Key Responsibilities

• Design the Framework: Build and implement robust quality assurance frameworks that define what "great" looks like across all agent functions.
• Master the Review Process: Conduct deep-dive reviews of calls, tickets, and cases to ensure compliance, accuracy, and a human touch.
• Drive Insights: Track and analyze key metrics like First Call Resolution (FCR) accuracy, CSAT drivers, and error trends to find the "why" behind the numbers.
• Empower through Coaching: Provide structured, actionable feedback and coaching recommendations that help our agents grow as professionals.
• Solve Root Causes: Identify why quality failures happen and collaborate with stakeholders to implement systemic fixes rather than just treating symptoms.
• Collaborative Improvement: Work closely with training and product teams to update scripts, refine procedures, and develop training materials that boost overall efficiency.
• Support Growth: Lead agent retraining initiatives based on quality insights, ensuring our frontline is always equipped to succeed.

Qualifications

• 3+ years of experience in a call center or high-volume support environment.
• At least 2 years of experience in team management, quality assurance, coaching, or training.
• Exceptional attention to detail—you notice the things others miss.
• Strong leadership and stakeholder management skills; you can influence teams and collaborate effectively across the business.
• High ethical standards with a deep commitment to candour, integrity, and accountability.
• Proven ability to identify root causes and recommend effective, scalable solutions.

Preferred Qualifications

• Experience with QA software (e.g., Klaus, MaestroQA) and CRM systems like Zendesk or Salesforce.
• Data visualization skills or experience using BI tools to report on quality trends.
• Experience in fintech or financial services, with an understanding of relevant compliance standards.

About You

• You're a Guardian of Standards: You have a high bar for excellence and take pride in helping others reach it.
• You're a Coach at Heart: You enjoy seeing people improve and know how to deliver feedback in a way that is supportive and motivating.
• You're Analytical: You love connecting the dots between individual interactions and macro trends.
• You're Organized: You can manage multiple priorities and deadlines without losing your focus on quality.

What Success Looks Like

• Quality Consistency: Achievement of target QA scores across all support and sales functions.
• CSAT Uplift: A measurable improvement in Customer Satisfaction scores linked to higher service quality.
• Reduced Errors: A downward trend in repeat issues and compliance breaches.
• Coaching Impact: Demonstrable improvement in agent performance following QA feedback and retraining sessions.
• Process Efficiency: Successful implementation of updated scripts and SOPs that reduce average handle time while maintaining quality.

What we can offer you

Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.

Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.

Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with the operations lead.
• A behavioural and technical interview with the business lead.

Moniepoint is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.