Quality Assurance Lead

Job Description

Job Title: Quality Assurance Lead
Department: Customer Experience
Reports To: Head of Customer Experience
Employment Type: Full-time
Location: Lagos Island
Salary: Competitive, open to negotiation
**Only shortlisted candidates will be contacted**

Job Summary:
The Quality Assurance Lead will oversee service quality across all customer engagement channels, including voice and non-voice platforms. The role ensures customer interactions meet service standards, compliance requirements, and customer experience expectations. Responsibilities include auditing engagements across calls, email, live chat, chatbot escalations, social media, and messaging platforms; managing Voice of Customer programs; monitoring NPS and CSAT; generating reports; identifying service gaps; and providing actionable insights.

Key Responsibilities:
• Lead quality assurance across inbound/outbound calls, email, live chat, chatbot escalations, WhatsApp, and social media channels.
• Develop and improve QA scorecards, audit frameworks, and service quality standards.
• Conduct regular audits and evaluate performance against SOPs, SLAs, scripts, and compliance standards.
• Identify recurring issues, service gaps, process inefficiencies, and training needs.
• Own customer feedback monitoring including NPS, CSAT, complaints, escalations, and sentiment trends.
• Produce daily, weekly, and monthly quality performance reports and dashboards.
• Present insights, risks, customer pain points, and recommendations to leadership.
• Work with Team Leads and Trainers on coaching plans and calibration sessions.
• Drive continuous improvement initiatives across customer journeys and service processes.
• Ensure compliance with regulatory, privacy, and internal policy requirements.

Requirements:
• HND or Bachelor’s degree in Business Administration, Customer Service, Communications, or related discipline.
• 5+ years experience in Quality Assurance, Contact Centre Operations, or Customer Experience.
• Experience managing quality across voice and digital channels.
• Strong knowledge of NPS, CSAT, VOC, and performance reporting.
• Strong analytical, reporting, coaching, and stakeholder management skills.
• Proficiency in Excel, CRM systems, ticketing platforms, and dashboards.

**All information will be treated with strictest confidentiality**