Call Centre Quality Assurance Specialist at Miva Open University

We are seeking a detail-oriented and analytical 

to join our . The QA Specialist will play a crucial role in monitoring, evaluating, and improving the quality of customer interactions across all learner-facing teams.

This role ensures that 

consistently deliver excellent customer service, adhere to company standards, and comply with regulatory and operational policies.

• Monitor inbound and outbound calls, chats, and emails to assess quality, accuracy, and professionalism.
• Evaluate agent performance based on tone, empathy, accuracy, policy adherence, and customer satisfaction.
• Provide structured feedback, coaching points, and performance insights to team leads and supervisors.
• Identify process gaps, training needs, and recurring issues affecting customer experience.
• Collaborate with managers and trainers to improve scripts, workflows, and customer engagement practices.
• Maintain QA reports, dashboards, and trend analyses for leadership review.
• Support calibration sessions to ensure consistency in evaluation standards across QA and operational teams.
• Ensure compliance with data protection and internal quality standards.

• Bachelor’s degree in any relevant field.
• Minimum of 3–4 years’ experience in quality assurance, call centre operations, or customer experience.
• Excellent communication, analytical, and feedback-delivery skills.
• Strong attention to detail and ability to identify patterns or recurring issues.
• Familiarity with CRM systems, call-monitoring tools, and performance reporting software.
• A proactive mindset with a passion for continuous improvement and customer excellence.

300,000 Naira Monthly Net