Lead, Customer Support QA

1 hour, 55 minutes ago
Lead
Quality Assurance and Testing
Moniepoint

Moniepoint

Moniepoint offers a comprehensive payments, banking, and operations platform designed to support the growth of businesses and enhance financial accessibility for customers in emerging markets.

Diversified Financial Services
1K-5K
Founded 2015

Description

  • Define and continuously refine QA frameworks, scorecards, and governance across all customer channels.
  • Ensure consistent quality standards across voice and non-voice interactions and maintain audit readiness.
  • Lead, coach, and develop a team of 13+ Quality Assessors.
  • Set performance targets, productivity benchmarks, and quality standards for the QA team.
  • Design sampling methodologies and oversee balanced quality coverage across voice, chat, social, WhatsApp, and walk-in interactions.
  • Validate scoring accuracy, reduce evaluator bias, and conduct periodic audits for consistency and reliability.
  • Lead calibration sessions with operations and training teams to standardize quality interpretation and resolve scoring discrepancies.
  • Translate QA data into actionable insights and partner with operations to drive improvements in CSAT, FCR, AHT, and repeat contact rates.
  • Work closely with operations, training, product, process, and knowledge management teams to align quality standards and improve service delivery.
  • Present quality performance trends and recommendations to senior leadership.

Requirements

  • 6-10+ years of experience in contact centre operations and/or quality assurance.
  • Minimum 2-3 years of experience managing QA teams.
  • Proven experience in multi-channel customer support environments.
  • Bachelor’s degree in a relevant field preferred.
  • Strong analytical and problem-solving capability.
  • Deep understanding of contact centre operations and customer experience.
  • Proven people management and coaching skills.
  • Experience with QA tools, CRM platforms, and reporting dashboards.
  • Ability to analyze large datasets and identify actionable trends.
  • High attention to detail, strong judgment, and a fair, consistent, objective evaluation style.

Interested in this position?

Apply directly on the company website

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