Junior Quality Assurance (QA) Consultant

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.