QA Specialist at Kuda

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world’s smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading ‘Neobank’ for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

Job Position: QA Specialist

Job Location: Lagos

Job Description

1. Generate performance reports for agents on a regular basis.
2. Conduct deep dives on CSAT, response times, and document insights.
3. Ensure quality evaluations across diverse channels (calls, chats, emails, etc.).
4. Monitor interactions and track team and individual performance.
5. Review support agents’ conversations based on internal standards.
6. Ensure compliance with SOPs and conduct feedback sessions.
7. Identify knowledge gaps, provide regular coaching for improvement.
8. Initiate process improvement programs when necessary.
9. Coordinate call calibration sessions for internal evaluation consistency.
10. Assess major customer-impacting processes and recommend improvements.
11. Identify and share best practices for continual business improvement.
12. Conduct need-analysis for effective customer touchpoint service delivery.
13. Research, assess, and implement local and international best practices.

Job Requirements

• B.Sc. (Six sigma certifications (Yellow or Green belt) an added advantage.
• 2 – 3 years’ experience in a similar role
• Proficient in implementing and upholding quality assurance methodologies for customer experience.
• Workforce Management experience.
• Ability to design, conduct, and evaluate customer interactions using standardized audit procedures to ensure quality and performance adherence.
• Strong analytical skills for interpreting data, identifying trends, and generating impactful reports for continuous improvement.
• Competent in using CRM systems, quality assurance software, and relevant tools to monitor and enhance customer interactions.
• Effective communication skills to provide constructive feedback and communicate quality standards to customer service representatives.
• Proven ability to identify and implement process improvements in the customer experience journey.
• Familiarity with key customer satisfaction metrics (CSAT, CES, NPS) to drive improvements in customer experience.
• Problem-solving Aptitude:
• Strong problem-solving abilities to address challenges related to customer interactions, service quality, and process efficiency.

Benefits
At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:

1. Pension
2. Competitive annual leave plus bank holidays
3. Group life insurance
4. Health insurance
5. L&D training
6. We are advocates of work-life balance and offer a 3 day per week remote working option.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

1. Kuda is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.
2. We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.