Customer Operations Quality Assurance Manager at Chipper Cash

Chipper is the largest mobile cross-border money transfer platform in Africa. We are a small, passionate team dedicated to expanding financial inclusion in some of the global regions most in need of accessible, interoperable, easy-to-use, and affordable financial services.

We are recruiting to fill the position below:

Job Title: Customer Operations Quality Assurance Manager

Location: Nigeria

Job Summary

Our Customer Operations team is at the heart of Chipper, as it is the first point of contact with our customers and the team that knows most intimately the struggles and hopes of customers. Most important is the team’s ability to respond to customers with empathy and work alongside customers to solve their problems.
The Customer Operations team also works closely with the Product Operations, Product & Engineering, Legal & Compliance, and Growth Marketing teams. It’s about much more than resolving tickets. It’s also about helping us find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic.

Job Description

The Quality Assurance Manager within our Customer Operations team will launch our Customer Operations Quality Assurance Department and the operational framework along with it in order to ensure standardised, high quality, and delightful experiences to our customers across our customer support channels. This role reports to the Senior Customer Operations Manager

What You Will Be Doing

Setting customer support (live chat, email, call center, social media) quality standards and benchmarks
Reviewing support agents’ conversations (calls, emails, chat, etc) based on metrics such as CSAT, response time, etc.
Assessing support interactions based on internal standards and accompany evaluations with meaningful and constructive feedback
Discussing quality performance feedback with agents in regular 1:1 meetings
Ensuring quality of company wide customer support reports
Regular reporting of support team’s performance to senior management
Working with the Training function on onboarding programs and onboarding training for the Customer Operations team

Qualifications You Will Need

3 to 5 years experience in customer support
Strong analytical skills and understanding of support metrics
Hands-on experience in quality assurance
Ability to use insights from data to identify corrective actions and drive improvements
Great people skills and ability to communicate feedback
Good organizational skills and knowledgeable in goal-setting practices
Sound understanding of basic business metrics and how support impacts these
Problem-solving capabilities to create meaningful strategies to improve support quality

Compensation