Description
Summary
Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet.
We’re a tribe of passionate and diverse people who dreamed of building an inclusive money app that Africans would love so it’s only right that we ended up with the name ‘Kuda’ which means ‘love’ in Shona, a language spoken in the southern part of Africa.
We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.
Requirements
We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.
Responsibilities:
Participate in the design of interaction monitoring formats and quality standards regularly updating where required
Conduct timely and objective performance evaluations across all the interaction channels within the CX team
Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction
Use quality monitoring data management tools to compile and track performance at team and individual level
Ensure compliance to standard operating procedures
Provide meaningful and constructive feedback and recommendation
Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness
Initiate process improvement programs where and when necessary
Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality
Prepare and analyze internal and external quality reports for management staff review
Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes
Ensure promises made to customers are being fulfilled

Requirements:
4 years Customer Support experience with a minimum of 3 years in Quality Assurance
BSc. (MBA, PMP an added Advantage)
Ability to deal with diverse problems using facts, judgment, and discretion to resolve them
Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders
Ability to probe effectively for understanding
Listening attentively to internal customers' complaints and compliments
Good Analytical skills
Excellent verbal, written and interpersonal communication skills
Ability to multitask and successfully operate in a fast-paced environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint)
Benefits
Why join Kuda?
At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
Pension
Competitive annual leave plus bank holidays
Group life insurance
Health insurance
L&D training
We are advocates of work-life balance and offer a 3 day per week remote working option

Kuda are proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.
We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.