About this role
Quality Assurance Officer(Hausa Speaker)
Job Summary
Monitor and evaluate collections interactions to ensure compliance, service quality, and operational standards while identifying coaching opportunities.
Key Responsibilities
- Review calls, chats, and emails using QA scorecards.
- Ensure compliance with company policies and regulations.
- Provide feedback and coaching to Collections Officers.
- Identify quality trends and recommend improvements.
- Prepare QA reports and maintain evaluation records.
Qualifications
- Bachelor's degree and 2+ years' experience in Collections, QA, Customer Service, or Contact Centre Operations.
Skills
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Attention to detail, communication, analytical skills, Excel, CRM systems, reporting, and coaching.
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