Desmond BrightDB
Open to opportunities

Desmond Bright

@desmondbright

Detail-oriented Quality Assurance and Training Analyst with extensive experience.

Nigeria

What I'm looking for

I am looking for a role that fosters growth, values quality, and emphasizes team collaboration.

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

FN
Current

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.

FN

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.

FN

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.

EN

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.

EN

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.

Education

Degrees, certifications, and relevant coursework

AU

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

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Desmond Bright - Quality Assurance and Training Analyst - FairMoney Nigeria | Himalayas