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 meaningful insights to support continuous improvement
Identify and escalate critical errors, compliance concerns and recurring service delivery issues to the relevant Team Leaders or management
Maintain accurate records of quality assessments, findings and escalations using Genesys, CRM and other relevant systems
Participate in quality calibration sessions and contribute ideas to strengthen QA processes, service standards and customer satisfaction
Consistently meet assigned QA targets, productivity requirements and Key Performance Indicators (KPIs), ensuring quality and accuracy in all work
Collaborate closely with the Senior QA Team Leader and wider Customer Engagement team, contributing to the ongoing development of ikeja's evolving QA function

Requirements

Qualifications

Matric / Grade 12 qualification
Good written and verbal communication skills in English
Comfortable working with computer systems, spreadsheets and reporting tools

Experience

1 - 2 years of experience or practical exposure to Quality Assurance is a strict requirement, preferably within a call centre, contact centre or customer service environment
Candidates with relevant QA experience in other service-oriented or operational environments will also be considered
Previous experience in a customer-facing call centre or customer service role, combined with exposure to quality monitoring, assessments or performance evaluation, will be advantageous
Basic understanding of quality assurance principles, assessment processes and performance monitoring
Experience reviewing work against defined standards, identifying errors and documenting findings
Familiarity with CRM systems or other contact centre platforms will be advantageous, but is not essential

Skills And Competencies

Attention to detail: Identifies errors and inconsistencies
Analytical thinking: Identifies patterns and quality trends
Communication: Communicates findings clearly and professionally
Objectivity: Assesses interactions fairly and consistently
Problem-solving and initiative: Identifies issues and suggests improvements
Reporting and time management: Maintains accurate records, meets deadlines and achieves KPIs
Accountability: Takes ownership of work and performance
Teamwork and willingness to learn: Works well with others and is open to feedback and development
Customer focus: Understands the importance of service quality and customer satisfaction
Integrity and confidentiality: Handles customer information responsibly

Benefits

The opportunity to grow both in your personal and professional capacity
Health insurance and provident fund
Group risk cover.
Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit your recent resume outlining your experience and qualifications as part of this process.

Closing date: 27 October 2026

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.

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Junior Quality Assurance (QA) Consultant