Job Title: Contact Centre Quality Assurance Officer
Location: Lagos
Employment Type: Full-time

About AXA Mansard:
AXA Mansard is one of Nigeria’s leading financial institutions, renowned for delivering world-class financial services and innovative solutions. With a strong commitment to excellence, we empower individuals and businesses to achieve their goals through our diverse range of insurance and investment products.

We are seeking a detail-oriented and customer-focused Contact Centre Quality Assurance Officer to join our team. This role is critical in ensuring consistent service quality across all customer interactions, driving positive customer experiences, and supporting the continuous improvement of our Contact Centre operations.

Job Summary:
The Contact Centre Quality Assurance Officer will be responsible for monitoring, evaluating, and improving the quality of customer interactions across all channels. This role involves reviewing customer interactions, providing performance feedback, and training Customer Service Assistants to ensure they deliver exceptional service.

Key Responsibilities:

1. Quality Assurance & Standards:
   • Maintain and develop internal documents to support Contact Centre quality standards.
   • Review a subset of customer interactions (calls, emails, chats, etc.) to assess service quality.
   • Ensure all customer interactions align with AXA Mansard’s service excellence standards.
2. Performance Feedback & Coaching:
   • Provide regular, constructive feedback to Customer Service Assistants to improve their performance.
   • Conduct one-on-one sessions and monthly meetings to discuss performance metrics and areas for improvement.
   • Support Customer Service Assistants with specific recommendations and ongoing coaching.
3. Training & Development:
   • Train new Customer Service Assistants on service standards, call handling, and email etiquette.
   • Assess the performance of new hires after a stipulated period to ensure readiness.
4. Reporting & Analysis:
   • Prepare daily, weekly, and monthly reports on the performance of Customer Service Assistants.
   • Share insights and recommendations with the Contact Centre Manager to drive continuous improvement.
5. Special Projects & Initiatives:
   • Complete special projects as required to enhance Contact Centre operations and customer experience.
   • Champion initiatives aimed at improving service quality and operational efficiency.

Qualifications & Experience:

• Education: Bachelor’s degree from a reputable tertiary institution.
• Certifications: Relevant postgraduate qualifications (MSc, MBA) or professional certifications (ICSRM, CCSP) are an added advantage.
• Experience: Minimum of 2–3 years of experience in a customer service environment, with exposure to Contact Centre management.

Skills and Competencies:

• Strong problem-solving and decision-making skills.
• Proficiency in MS Office tools (Word, Excel, PowerPoint).
• Exceptional verbal communication and interpersonal skills.
• Ability to handle sensitive issues with professionalism and discretion.
• Supervisory skills, including the ability to train and manage team members.
• Experience in customer relationship management and quality assurance.

What We Offer:

• The opportunity to work with a leading financial institution in Nigeria.
• A dynamic and inclusive work environment that values innovation and collaboration.
• Competitive compensation and opportunities for professional growth.

How to Apply:
If you are passionate about delivering exceptional customer experiences and driving service quality, we encourage you to apply.

Click here to apply online

Why Join AXA Mansard?

• Be part of a company that is transforming the financial services landscape in Nigeria.
• Contribute to empowering individuals and businesses through innovative insurance and investment solutions.
• Work in a supportive environment that fosters growth, creativity, and excellence.

Take the next step in your career with AXA Mansard. Apply today!