Operations Manager
Tetra Maritime
Lagos
Nigeria
July 3, 2026
Full-timeJuly 3, 2026
Job Description
Job Overview:
The Quality Assurance Auditor in Customer Support is tasked with overseeing and assessing customer interactions to ensure compliance with company standards, policies, and procedures. This position is vital in upholding and enhancing service quality by pinpointing areas for improvement, offering feedback, and collaborating with the customer service team and product team to elevate the overall customer experience.
Duties and Responsibilities:
Monitor and evaluate agents’ interactions, analyze recorded customer service calls, emails, chats, and other interactions. Develop quality scoring criteria, produce reports on quality performance, provide feedback, identify training needs, collaborate with management for process enhancement, ensure compliance with legal and regulatory requirements, maintain documentation, collaborate with other departments, and engage in continuous learning.
Required Qualifications:
A Degree in a relevant field, experience and knowledge of customer support requirements particularly in the correspondent banking space, compliance knowledge is an added advantage, attention to detail.
Educational Background:
A Degree in a relevant field
Experience:
3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment.
Languages:
Not specified
Additional Notes:
Client Service experience or Front Office experience is required.
The Quality Assurance Auditor in Customer Support is tasked with overseeing and assessing customer interactions to ensure compliance with company standards, policies, and procedures. This position is vital in upholding and enhancing service quality by pinpointing areas for improvement, offering feedback, and collaborating with the customer service team and product team to elevate the overall customer experience.
Duties and Responsibilities:
Monitor and evaluate agents’ interactions, analyze recorded customer service calls, emails, chats, and other interactions. Develop quality scoring criteria, produce reports on quality performance, provide feedback, identify training needs, collaborate with management for process enhancement, ensure compliance with legal and regulatory requirements, maintain documentation, collaborate with other departments, and engage in continuous learning.
Required Qualifications:
A Degree in a relevant field, experience and knowledge of customer support requirements particularly in the correspondent banking space, compliance knowledge is an added advantage, attention to detail.
Educational Background:
A Degree in a relevant field
Experience:
3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment.
Languages:
Not specified
Additional Notes:
Client Service experience or Front Office experience is required.
Info
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Exercise caution and watch out for fraudulent job offers. Never provide sensitive personal information or make payments to secure a position.