Quality Assurance Analyst – Customer Experience

Koins Bank

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Remote

Sector

Finance & Banking

Experience Level

Executive (12+ years)

Application Deadline

June 21, 2026

About the Company

Koins Bank is a financial institution focused on providing banking services. As a bank, Koins Bank operates within the highly regulated financial services sector. Its primary functions likely include deposit-taking, lending, payment processing, and other financial products and services aimed at individuals and businesses. The company's operations are governed by strict compliance and security protocols to ensure the integrity of financial transactions and protect customer assets. The emphasis on customer experience suggests a commitment to service quality and client satisfaction.

Job Description

Koins Bank is seeking an experienced Quality Assurance Analyst to enhance our customer experience initiatives.

This role is crucial for maintaining the high standards of service our clients expect and ensuring seamless interactions across all touchpoints.

If you possess a strong background in financial institutions and a passion for customer satisfaction, we invite you to apply.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Quality AssuranceCustomer ExperienceFinancial InstitutionsHausaSix SigmaCommunication Skills

Key Responsibilities

Conduct quality assurance assessments of customer interactions and processes.
Identify areas for improvement in customer service delivery.
Develop and implement strategies to enhance customer experience.
Ensure compliance with financial regulations and internal policies.
Communicate findings and recommendations to relevant stakeholders.
Utilize strong communication skills, including fluency in Hausa.

Qualifications

Bachelor's degree/HND in any related field.
Ability to communicate fluently in Hausa is essential for this position.
7 years minimum experience in a financial institution.
Six Sigma certification is an advantage.
Strong communication skills.

How to Apply

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The Nigerian financial sector, particularly banking, is undergoing rapid digital transformation, emphasizing customer experience as a key differentiator. This role is essential for maintaining high service standards and ensuring customer satisfaction. Key technical keywords include quality assurance, customer experience metrics, financial regulations, and Six Sigma. The Quality Assurance Analyst will significantly impact business ROI by identifying and rectifying service gaps, thereby supporting Koins Bank's leadership in delivering exceptional customer service and fostering loyalty in a competitive market.