Junior Quality Assurance (QA) Consultant

We are looking for a detail-oriented, analytical and passionate Junior QA Consultant to join our Customer Engagement team and be part of an evolving QA function at ikeja!

In this role, you’ll play an important part in driving service excellence by monitoring and assessing customer interactions, identifying opportunities for improvement and providing valuable insights that help elevate service delivery and the overall customer experience.

If you have a passion for quality, an eye for detail and a drive to continuously improve the customer experience, we want to hear from you!

Key Responsibilities

• Monitor and evaluate customer interactions across calls, chat, WhatsApp and other customer support channels to ensure high service standards are consistently maintained.
• Conduct quality assessments using established QA scorecards and criteria, ensuring fair, accurate and consistent evaluations.
• Identify service gaps, recurring errors and opportunities to improve processes, service delivery and the overall customer experience.
• Provide constructive feedback and actionable recommendations to Team Leaders and management to support coaching, training and employee development.
• Conduct follow-up quality assessments to monitor improvements and the effectiveness of coaching interventions.
• Compile accurate QA reports, track quality performance trends and share meaning