ELAIGWU JOSEPH
@elaigwujoseph
Quality and Training leader driving compliance, performance, and scalable quality systems.
KenyaWhat I'm looking for
I am a Quality Assurance and Training leader with 7+ years driving performance excellence across Sub-Saharan Africa, leading multilingual trust & safety and compliance programs.
I design and deploy training modules, coaching frameworks, and performance dashboards that measurably improve moderator efficiency and team accuracy.
I have led audits, fraud investigations, and corrective action plans using Power BI, Excel and CRM platforms, including a fraud recovery outcome cited in prior roles.
I collaborate with stakeholders to implement QMS, SOPs and lean process improvements that sustain service benchmarks and scale operations.
Experience
Work history, roles, and key accomplishments
TELed quality assurance and training across Sub-Saharan Africa, improving moderator efficiency and operational KPIs through training modules, dashboards, and weekly root-cause analyses aligned to client standards.
Quality Assurance Manager
iSONXPERIENCES (M-Kopa)
Nov 2021 - Aug 2022 (9 months)
Developed standardized quality monitoring frameworks, led audits and corrective action plans, and implemented QMS and SOPs that improved compliance and recovered over 800,000 NGN through fraud detection processes.
Call Center Quality & Training Specialist
iSONXPERIENCES
Jul 2018 - Oct 2021 (3 years 3 months)
Spearheaded quality improvement initiatives using agent scorecards and dashboards, conducted audits across NPS, live calls and recordings, and identified training needs through call and feedback analysis.
Customer Care Executive
iSONXPERIENCES (MTN Process)
Nov 2017 - Jun 2018 (7 months)
Resolved complex customer issues with a focus on first-contact resolution, supported new-hire onboarding as an SME, and maintained high service levels in a high-volume contact center.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Ibadan
Postgraduate Diploma, Drug Development
2015 - 2017
Completed a Postgraduate Diploma in Drug Development at the University of Ibadan from 2015 to 2017.
UIUniversity of Ibadan
Bachelor of Science, Microbiology
2009 - 2014
Earned a Bachelor of Science (Honours) in Microbiology at the University of Ibadan from 2009 to 2014.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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