Lead, Customer Support Quality Assessment & Knowledge Management

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.

Job Summary

The Lead, Customer Support Quality Assessment & Knowledge Management is a senior leadership role accountable for the end-to-end strategy, governance, and operational performance of Quality Assurance (QA) and Knowledge Management (KM) within the Customer Support organization.

This role ensures that customer interactions across all channels meet the highest standards of service excellence while simultaneously driving best-in-class knowledge systems that enable agents, customers, and automated support tools to access accurate and intuitive information at all times.

The position leads both the Quality Assessment team and the Knowledge Management function, including oversight of the Manager, Content & Knowledge Management, to strengthen service consistency, improve customer satisfaction, and enable scalable, efficient support operations.

Key Responsibilities

Knowledge Management & Content Excellence

• Provide strategic direction to the Manager, Content & Knowledge Management and guide the overall KM roadmap.
• Own the end-to-end knowledge ecosystem, covering internal agent knowledge bases and external customer-facing support content.
• Lead content strategy, governance, version control, and lifecycle management to ensure freshness, accuracy, and alignment with brand standards.
• Oversee the design, training, optimization, and continuous improvement of conversational AI/chatbots across WhatsApp, live chat, and other digital channels.
• Lead the IVR experience design for the Inbound Voice team, ensuring intuitive flows and seamless customer journeys.
• Ensure content consistency, accessibility, regulatory compliance, and usability for agents and customers.
• Drive initiatives that increase self-service adoption, reduce customer effort, and improve operational efficiency.

Quality Assessment (QA) Leadership

• Lead the Quality Assessment department responsible for evaluating customer interactions across online (livechat, email, social media, WhatsApp, Inbound and Outbound Voice) and offline (service centres and whatsapp groups) channels.
• Define QA strategy, frameworks, calibration models, scorecards, and audit methodologies for service quality measurement.
• Manage and develop QA Leads, Specialists, and Analysts to maintain high-performing teams.
• Analyze quality trends, identify performance gaps, and collaborate with Training, Workforce Management, and Operations teams to implement improvements.
• Ensure QA evaluations are consistent, accurate, objective, and aligned with service standards.
• Champion a culture of continuous improvement and quality excellence.

Audit, Compliance & Non-Conformity Management

• Serve as the primary liaison to internal audit, external audit, risk, and compliance teams for all customer support-related audits.
• Coordinate all audit activities, ensuring complete and timely submission of required documents, evidence, and process walkthroughs.
• Maintain an always-audit-ready environment across all customer support functions.
• Track, report, and drive closure of all audit findings, corrective actions, and non-conformities.
• Ensure full compliance with regulatory requirements, internal policies, and customer experience standards.
• Embed strong internal controls, risk mitigation, and documentation practices across QA and KM.

Leadership & Stakeholder Management

• Provide cross-functional leadership and collaborate closely with Operations, L2 teams, Product, L&D, Compliance, Regulatory and other internal teams.
• Mentor and develop leads and associates within QA and KM to strengthen leadership capability and succession pipelines.
• Drive operational readiness for new product launches, feature updates, regulatory changes, and process rollouts.
• Represent the QA & KM function in leadership forums and business reviews.

Skills & Competencies

• Strong expertise in Quality Assurance frameworks and service audit methodologies.
• Deep experience in Knowledge Management, content governance, and article lifecycle management.
• Proven ability in managing chatbot training, conversational AI logic, and IVR design.
• Demonstrated background in internal/external audit management and compliance governance.
• Strong analytical and structured problem-solving skills with the ability to interpret data and drive insights.
• Excellent communication, leadership, and stakeholder engagement capabilities.
• Ability to influence senior leaders and drive cross-functional alignment.
• High attention to detail, process orientation, and strong documentation discipline.

Key Performance Indicators (KPIs)

• QA accuracy rate and calibration alignment.
• Improvement in service quality scores across channels.
• Knowledge base accuracy, freshness index, and usage rates.
• Self-service containment/deflection rate.
• Chatbot performance metrics (accuracy, deflection, CSAT).
• Audit findings closure rate and non-conformity reduction.
• Compliance adherence metrics.
• Reduction in repeated errors and customer complaints linked to knowledge or quality gaps.

Experience & Qualifications

• Minimum of 10 years of experience in Customer Experience, Quality Assurance, Knowledge Management, or Contact Centre Operations.
• At least 5 years in a senior managerial or leadership role overseeing QA, KM, or comparable operational excellence functions.
• Strong experience working in high-volume, digital-first customer support environments.
• Proven track record of managing cross-functional teams and leading strategic initiatives.
• Bachelor's degree required; advanced degree (MBA or equivalent) is an added advantage.

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 voices are heard, and we 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 and training.
• Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with the hiring team.
• An interview with a member of our executive team.

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