Lead Customer Support QA Job at Moniepoint Incorporated in Lagos
One of Nigeria’s most respected fintech companies is looking for a seasoned quality assurance professional to lead its customer support function. Moniepoint Incorporated is hiring a Lead Customer Support QA in Lagos, and this is a rare opportunity to shape service excellence at scale within a fast-growing global payments platform.
About Moniepoint Incorporated
Moniepoint Incorporated is a global business payments and banking platform that recently became QED Investors’ first investment in Africa. Trusted by over 600,000 businesses of all sizes, Moniepoint powers the dreams of small and medium businesses by giving them equal access to the financial tools they need to grow and thrive.
About the Role
The Lead Customer Support QA, also referred to internally as the Quality Assurance Assessment Manager, is responsible for designing, governing, and driving service quality across all customer interaction channels at Moniepoint. This is a strategic and execution-focused role that ensures every customer touchpoint, whether digital or physical, meets defined standards for clarity, accuracy, empathy, and resolution effectiveness.
Key Responsibilities
In this quality assurance jobs Lagos position, you will define and continuously refine QA frameworks and scorecards across all channels, aligning voice and non-voice standards to deliver a consistent customer experience. You will maintain scoring integrity, audit readiness, and governance discipline while establishing quality benchmarks tied to measurable business outcomes such as CSAT and First Contact Resolution.
You will lead and develop a team of 13 or more Quality Assessors, setting performance targets and driving capability through coaching, feedback, and structured development plans. Oversight of sampling methodologies, calibration sessions, and scoring accuracy will also fall under your mandate in this contact centre QA jobs Nigeria role.
Beyond monitoring, you will translate QA data into actionable insights for operations and senior leadership, identifying root causes of performance gaps whether arising from process inefficiencies, training gaps, or system limitations. Partnering with operations teams, knowledge management, product, and training units, you will implement interventions that improve CSAT, reduce repeat contacts, and bring down average handling time.
The role also covers quality across diverse interaction types including inbound and outbound voice calls, email, chat, social media, WhatsApp, and walk-in centres.
Key Success Metrics
Performance in this role will be measured by overall QA scores, correlation between QA scores and CSAT outcomes, First Contact Resolution rates, reduction in repeat contacts and escalations, calibration accuracy, QA coverage levels, and measurable service improvements driven from QA insights.
Requirements
The ideal candidate for this customer support jobs Lagos opening will have 6 to 10 or more years in contact centre operations and quality assurance, with a minimum of 2 to 3 years managing QA teams. Proven experience in multi-channel customer support environments is essential, along with strong analytical skills, experience with QA tools and CRM platforms, and a bachelor’s degree in a relevant field. Strong people management, stakeholder influence, and data-driven thinking are equally important.
How to Apply
Interested and qualified candidates should visit the Moniepoint careers page to apply online.
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