Quality Assurance Officer Job at Zhuli Recruiters

Zhuli Recruiters is a recruitment firm that is committed to serving start-ups.

We are recruiting to fill the position below:

Job Position: Quality Assurance Officer

Job Location: Lagos

About the Role

• The Quality Assessor works closely with customer service teams to evaluate performance, improve service quality, and ensure an excellent customer experience through data-driven assessments and constructive feedback.

Key Responsibilities

• Evaluate customer service interactions against internal quality standards.
• Create and present performance and customer insight reports to management.
• Participate in calibration sessions to ensure consistent evaluations.
• Provide clear, constructive feedback and coach agents for improvement.
• Support customer listening programs to identify needs and expectations.
• Analyze customer experience data and agent behavior trends.

Requirements

• Bachelor’s Degree in Communication, Business, or a related field.
• 2–3 years of experience as a Quality Assessor or in a call center role.
• Fluency in Hausa and Yoruba.
• Strong customer service, listening, and interpersonal skills.
• Data-driven mindset with good analytical ability.
• Proficiency in MS Excel and PowerPoint.
• Ability to adapt to change and manage priorities effectively.