Desmond Bright
@desmondbright
Detail-oriented Quality Assurance and Training Analyst with extensive experience.
What I'm looking for
I am a dedicated Quality Assurance and Training Analyst with a proven track record in developing and implementing quality standards and training programs. My experience spans various roles within FairMoney Nigeria, where I have honed my skills in evaluating customer service interactions and analyzing key performance indicators to enhance service delivery. I pride myself on my ability to foster positive team cultures and identify training needs, ensuring that teams are equipped to meet and exceed customer expectations.
Throughout my career, I have successfully collaborated with cross-functional teams to monitor compliance with customer experience standards and continuously improve service quality. My analytical skills allow me to assess customer service metrics effectively, driving initiatives that lead to increased customer satisfaction. I am passionate about continuous learning and team development, always seeking opportunities to enhance my knowledge and contribute to organizational success.
Experience
Work history, roles, and key accomplishments
Quality Assurance and Training Analyst
FairMoney Nigeria
Jul 2023 - Present (1 year 11 months)
Detail-oriented Quality Assurance and Training Analyst with extensive experience in developing and monitoring quality standards and training programs. Skilled in evaluating customer service interactions and analyzing key performance indicators to enhance service delivery.
Refund Specialist
FairMoney Nigeria
Jan 2023 - Jul 2023 (6 months)
Handled refund requests and completed KYC onboarding for customers. Investigated loan overpayments and initiated refund processes, ensuring prompt processing and accurate reporting.
Customer Service Executive
FairMoney Nigeria
Jan 2022 - Jan 2023 (1 year)
Delivered effective responses to customer inquiries and complaints, contributing to team performance in key areas. Assisted in onboarding new team members to maintain quality standards.
Direct Sales Agent
Ecobank Nigeria
Jan 2021 - Feb 2021 (1 month)
Developed new business prospects and interacted with customers to increase sales of agency banking products. Ensured timely processing of customer transactions and achieved exceptional customer service.
Contact Center Consultant
Ecobank Nigeria
Jan 2021 - Feb 2021 (1 month)
Managed inbound and outbound calls, ensuring timely resolution of customer inquiries. Maintained CRM reports and contributed to team targets through effective communication.
Office Assistant (NYSC)
Ministry of Local Government and Community Affairs
Jan 2020 - Jan 2021 (1 year)
Managed inventory of office supplies and performed administrative tasks. Provided information to clients and improved the administration of office tools.
Education
Degrees, certifications, and relevant coursework
Ambrose Alli University
Bachelor of Science, Public Administration
2015 - 2019
Grade: 2nd Class Upper Honors
Studied Public Administration with a focus on the principles and practices of governance, public policy, and administration. Achieved a 2nd Class Upper Honors degree, demonstrating strong analytical and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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