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Service Quality Assurance Officer
About this role
The role is a full-time, on-site Service Quality Assurance position based in Lagos, Nigeria. The job involves monitoring and evaluating customer service interactions, processes and transactions to ensure they meet UBA’s service standards and regulatory requirements. It requires conducting quality checks across channels, identifying gaps, suggesting improvements, and helping implement corrective actions. The role also involves preparing quality reports, analysing customer feedback trends, collaborating with branches and operations, supporting internal audits related to customer experience, and contributing to training and coaching to maintain high service quality across the organisation.
What you would do
- Conduct regular quality checks across service channels
- Identify service gaps and recommend improvements
- Support implementation of corrective actions
- Prepare and present quality reports
- Analyse trends in customer feedback
- Collaborate with branches and operations to improve service delivery
- Participate in internal audits related to customer experience
- Support training and coaching on service quality
- Assist in developing and applying service quality standards and metrics
- Assist with documentation and process reviews for quality assurance
What they are asking for
- Bachelor's degree in Business, Finance, Quality Management or related field (preferred)
- Relevant professional certifications in quality or service management (preferred)
- Experience in banking, financial services or customer service quality roles (advantageous)
- Familiarity with regulatory and risk requirements in the financial sector (advantageous)
- Strong skills in quality assurance and quality control
- Experience with quality management, auditing, process reviews and compliance monitoring
- Familiarity with GMP or similar quality frameworks and ability to adapt to service environments
- Analytical and problem-solving abilities with data analysis and reporting tools
- Excellent communication and interpersonal skills for cross-functional collaboration
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