QA Specialist at Kuda Bank

Kuda is a full-service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly, and save more. We raised the largest seed round ever seen in Africa and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos, and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognized as the leading 'Neobank' for Africans. To help us grow into a company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

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.
• 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.

Method of Application