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Lead, Customer Support Quality Assessment & Knowledge Management
Moniepoint
Posted 5 months agoLagos, Nigeria
Location
Lagos, Nigeria
Job Type
Full-time
Experience
Senior
Category
Customer Service
Job Description
Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, Moniepoint processed $182 billion and is Nigeria's largest merchant acquirer on a mission to create financial happiness for everyone, everywhere.
Minimum 10 years of experience in Customer Experience, Quality Assurance, Knowledge Management, or Contact Centre Operations
At least 5 years in a senior managerial or leadership role overseeing QA, KM, or comparable operational excellence functions
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Requirements
- Bachelor's degree required; advanced degree (MBA or equivalent) is an added advantage
- Strong expertise in Quality Assurance frameworks and service audit methodologies
- Deep experience in Knowledge Management, content governance, and article lifecycle management
- Proven ability in managing chatbot training, conversational AI logic, and IVR design
- Demonstrated background in internal/external audit management and compliance governance
Responsibilities
- Provide strategic direction to the Manager, Content & Knowledge Management and guide the overall KM roadmap
- Define QA strategy, frameworks, calibration models, scorecards, and audit methodologies for service quality measurement
- Manage and develop QA Leads, Specialists, and Analysts to maintain high-performing teams
- Provide cross-functional leadership and collaborate with Operations, Product, L&D, Compliance, and Regulatory teams
- Own the end-to-end knowledge ecosystem covering internal agent knowledge bases and external customer-facing support content
- Oversee the design, training, optimization, and continuous improvement of conversational AI/chatbots across WhatsApp, live chat, and other digital channels
- Lead the Quality Assessment department responsible for evaluating customer interactions across all online and offline channels
- Serve as primary liaison to internal audit, external audit, risk, and compliance teams for all customer support-related audits
