Quality Assurance Specialist, Customer Support at LemFi

LemFi (YC S21) is building the neobank for African diaspora in North America & Europe. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. We are a fast-paced startup with entities in the UK, USA, Canada and Nigeria and you would be required to familiarize yourself with necessary statutory and regulatory requirements in these locations.

Job Title: Quality Assurance Specialist, Customer Support

Location: Lagos

Employment Type: Full Time

Job Description

• We are looking for energetic and dedicated Customer Support team members who have a passion for delivering world-class service to customers.
• If you are interested in joining a fast-paced dynamic team, you will be the first point of contact for customers who want to get the most out of their service.
• Since you will be representing a global brand, a positive attitude and a bubbly personality are a must-have!
• This is a full-time position. Team members must be available to work (40 hours per week) on a 24-hour rotational work schedule with varying 9-hour shifts from Mondays to Sundays. This does not exclude weekends and holidays.

Job Summary

• To maintain a high and consistent level of service quality across the Customer Support department regardless of the customer support team member engaged or channel utilised by the Customer.
• Ensuring that every Customer interaction with our Service Personnel or channel continuously generates positive customer experiences.

Responsibilities
You Will:

• Maintain and develop internal documents to support the customer support department quality standards.
• Review a subset of Customer interactions across all channels captured on Zendesk and calls recorded on the PBX.
• Assess details of Customer interactions across all channels based on the approved internal standards (i.e., KPIs for each sub-team).
• Accompany assessment with meaningful, constructive, and thoroughly documented performance feedback.
• Discuss and explain performance feedback to support team members individually and regularly at weekly meetings.
• Map Staff training needs with the gaps discovered during the performance assessments.
• Assist support team members to improve performance with specific recommendations and constant support.
• Training of new support team members and assessment after one week.
• Monitor service delivery or performance at the Service Center Officer and team level.
• Provide weekly activity reports to the customer support Leads on the performance of all support team members across all channels.
• Present incident reports showing activities or processes inhibiting the expected performance targets of support team members.
• Analyze Customer feedback on complaints and provide recommendations to the Customer Support Leads to improve service delivery.
• Monthly recognition of best performers based on the approved internal service standards.
• Perform any other tasks as assigned by the Customer support Leads
• Provide ad hoc reports as required by Management and the Operations team.
• Present feedback to Management on areas of improvement to enhance service delivery

Qualifications

• Tertiary education in Marketing, Communications, Business Management, or a related field is preferred.
• 3 – 5 years minimum experience in customer support, preferably in a fintech/banking environment.
• At 1 year as Customer Support Quality Assurance in a Fintech.
• Knowledge of all typical processes carried out by the Operations and Customer Support team in a Fintech.
• Emotional intelligence and professionalism, especially in providing constructive performance feedback to support team members.
• Good written, verbal and non-verbal communication skills, with profound attention to detail.
• Problem-solving capabilities to create meaningful strategies to improve service quality.
• Goal or result-oriented, especially towards an excellent service-oriented team.
• Experience leading a remote/distributed team is an advantage.
• This role requires the applicant to have completed tertiary institution and possession of a completion certificate.

Application Closing Date
Not Specified.

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