Service Quality Assurance Officer

Role Description

• The Service Quality Assurance role is a full-time, on-site position based in Lagos State, Nigeria.
• The individual in this role will monitor and evaluate customer service interactions, processes, and transactions to ensure adherence to UBA's service standards and regulatory requirements
• Responsibilities include conducting regular quality checks across channels, identifying service gaps, recommending improvements, and supporting the implementation of corrective actions.
• The role involves preparing quality reports, analyzing trends in customer feedback, collaborating with branch and operations teams to enhance service delivery, and participating in internal audits related to customer experience.
• The position also supports training and coaching initiatives to promote consistent, high-quality service across the organization.

Qualifications

• A bachelor's degree in Business, Finance, Quality Management, or a related field is preferred, along with relevant professional certifications in quality or service management.
• Previous experience in banking, financial services, or customer service quality roles is an advantage, as is familiarity with regulatory and risk requirements in the financial sector.
• Candidates should possess strong skills in Quality Assurance and Quality Control, with the ability to design and apply service quality standards and metrics.
• Candidates should have experience in Quality Management and Quality Auditing, including process reviews, documentation, and compliance monitoring.
• Candidates should be familiar with Good Manufacturing Practice (GMP) or equivalent structured quality frameworks, and be able to adapt such principles to service environments.
• Candidates should demonstrate analytical and problem-solving skills, with proficiency in data analysis, reporting tools, and root cause analysis.
• Candidates should have excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and provide constructive feedback.