Collection Quality Assurance Officer

About the Role

TENN Microfinance Bank Limited is revolutionizing digital banking in Nigeria by seamlessly connecting every citizen to innovative, secure, and personalized financial experiences. We are currently seeking a dynamic and detail-oriented Collection Quality Assurance Officer to join our vibrant Collections department and help us maintain the highest standards of regulatory compliance, operational efficiency, and customer service.

• Monitor, evaluate, and audit collection calls, chats, and other customer interactions to ensure strict adherence to internal policies and regulatory guidelines.
• Identify process violations, assess collection staff performance, and provide constructive feedback to improve recovery rates and customer experience.
• Review collection workflows and recommend actionable corrective actions to optimize operational efficiency and minimize compliance risks.
• Collaborate with the training unit to design and implement targeted coaching programs for Collection Officers based on quality monitoring insights.
• Maintain comprehensive reports and documentation on quality assurance metrics, trends, and staff performance evaluations for management review.

• Bachelor’s Degree or HND in Business Administration, Finance, Accounting, Economics, Management, or a related discipline.
• 2 to 4 years of proven professional experience in quality assurance, debt collection, call monitoring, compliance, or customer service within financial services.
• Prior working experience in a microfinance bank, commercial bank, fintech, digital lending institution, or professional collections agency is a strong advantage.
• Deep understanding of loan recovery processes, debt collection ethics, consumer protection regulations, and customer engagement standards.
• Exceptional analytical skills, high attention to detail, and excellent verbal and written communication abilities.

• Competitive salary with performance-based incentives.
• Comprehensive health insurance and wellness coverage.
• Opportunities for professional development in a fast-growing fintech banking environment.
• A collaborative, diverse, and innovative workplace culture that values talent and initiative.

Skills