QA Specialist
Kuda Technologies Ltd, Nigeria
Job Description
Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet.
We’re a tribe of passionate and diverse people who dreamed of building an inclusive money app that Africans would love so it’s only right that we ended up with the name ‘Kuda’ which means ‘love’ in Shona, a language spoken in the southern part of Africa.
We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.
- Generate performance reports for agents on a regular basis.
- Conduct deep dives on CSAT, response times, and document insights.
- Ensure quality evaluations across diverse channels (calls, chats, emails, etc.).
- Monitor interactions and track team and individual performance.
- Review support agents' conversations based on internal standards.
- Ensure compliance with SOPs and conduct feedback sessions.
- Identify knowledge gaps, provide regular coaching for improvement.
- Initiate process improvement programs when necessary.
- Coordinate call calibration sessions for internal evaluation consistency.
- Assess major customer-impacting processes and recommend improvements.
- Identify and share best practices for continual business improvement.
- Conduct need-analysis for effective customer touchpoint service delivery.
- Research, assess, and implement local and international best practices
Requirements
- B.Sc. (Six sigma certifications (Yellow or Green belt) an added advantage.
- Minimum of 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
Why join Kuda?
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:
- Pension
- Competitive annual leave plus bank holidays
- Group life insurance
- Health insurance
- Lamp;D training
- We are advocates of work-life balance and offer a 3 day per week remote working option
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.
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.