Service Quality Assurance Officer

Role Description

The Service Quality Assurance role is a full-time, on-site position based in Lagos State, Nigeria.

The individual in this role will monitor and evaluate customer service interactions, processes, and transactions to ensure adherence to UBA’s service standards and regulatory requirements

Responsibilities include conducting regular quality checks across channels, identifying service gaps, recommending improvements, and supporting the implementation of corrective actions.

The role involves preparing quality reports, analyzing trends in customer feedback, collaborating with branch and operations teams to enhance service delivery, and participating in internal audits related to customer experience.

The position also supports training and coaching initiatives to promote consistent, high-quality service across the organization.

Qualifications

A bachelor’s degree in Business, Finance, Quality Management, or a related field is preferred, along with relevant professional certifications in quality or service management.

Previous experience in banking, financial services, or customer service quality roles is an advantage, as is familiarity with regulatory and risk requirements in the financial sector.

Candidates should possess strong skills in Quality Assurance and Quality Control, with the ability to design and apply service quality standards and metrics.

Candidates should have experience in Quality Management and Quality Auditing, including process reviews, documentation, and compliance monitoring.

Candidates should be familiar with Good Manufacturing Practice (GMP) or equivalent structured quality frameworks, and be able to adapt such principles to service environments.

Candidates should demonstrate analytical and problem-solving skills, with proficiency in data analysis, reporting tools, and root cause analysis.

Candidates should have excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and provide constructive feedback.

Minimum qualifications

BA/BSc/HND , Professional Certificate

How to apply

Interested and qualified? Go to United Bank for Africa (UBA) on www.linkedin.com to apply

Similar open roles

• Quality Assurance and Quality Control Officer - ValvesBell Oil & Gas · Lagos
• Certified Crane InspectorVURIN Group · Rivers
• QA/QC & HSE ManagerSiSa · Abuja
• Welding InspectorEngineering Automation Technology Limited (EATECH) · Akwa Ibom
• Senior Mechanical Inspector (Offshore)Hyde Energy Limited · Lagos
• QA/QC SupervisorTRANOS · Lagos