Recruitment at Paga Nigeria

Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose – to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.

We are recruiting to fill the position below:

Job Title: Quality Assurance Analyst

Location: Nigeria
Job Type: Full-time

About The Role

• The primary responsibility of this role is to lead quality assurance activities in Customer Experience.
• The Ideal candidate will be responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives on all platforms through the review of all interactions/processes within the Contact Centre to ensure they meet company customer satisfaction requirements.
• We require a strong, intuitive and driven candidate who will not just be task oriented, but goal oriented of making the QA effort of the Customer Experience team better.

Primary Responsibilities

• Conduct quality assurance/control functions to ensure compliance with a total quality management framework across all of Customer Care.
• Mentor and monitor frontline teams daily to ensure compliance with set customer experience standards.
• Conduct performance gap analysis and present propositions to the training unit for onward intervention
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Delivery.
• Conduct regular audits on key customer related processes for the attainment of operational efficiency.
• Produce intelligence and trend reports to manage efficiency indicators of the department.

Knowledge and Skill Requirements

• Bachelor’s Degree with a minimum of a 2:1 or equivalent
• 3-4 years related experience with at least 2years’ experience within a contact centre environment required.
• Proficiency in Ms Office – Excel, Word, and PowerPoint
• Knowledge of using Xcally, Freshdesk and other quality assurance tools is an added advantage.
• Communicates tactfully and effectively both verbally and in writing.
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.
• Good knowledge of Paga product and services.
• Strong knowledge of customer care processes and techniques.
• Must have completed the mandatory NYSC.

Key Competencies:

• Organisational and planning skills
• Excellent communication skills – verbal and written
• Superb communication and Interpersonal skills
• Attention to detail and accuracy
• Problem analysis and problem-solving skills
• Self- driven and hardworking
• Ability to multitask and manage competing priorities
• Good team player
• Flexibility.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Team Lead, Onboarding Success

Location: Nigeria
Job Type: Full-time

About the Role

• Responsible for coordinating, supervising and providing floor support for the onboarding team.
• Ensure immediate operational needs of frontline representatives are properly addressed; ensure all representatives adhere to the established work schedule and key performance indicators.

Roles and Responsibilities

• Act as a first level escalation point for issues beyond CSRs’ sphere of control
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Promptly escalate issues that affect effective and efficient customer service
• Prepare/compile agreed periodic activity and performance reports
• Ensure the timely and accurate communication and dissemination of relevant information to the team.
• Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations
• Daily monitoring of individual’s and team key performance indicators.
• Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
• Assist with coaching / training of the onboarding analysts to ensure that they achieve or exceed expectations.
• Collate feedback as regards processes and policies that alienate customer and share with the line manager
• Perform any other duties as assigned by the Manager, Customer Care.

Education and Experience

• First Degree or its equivalent in a relevant discipline.
• Three (3) to Five (5) years relevant work experience.
• Proficiency in Ms Office – Excel, Word and PowerPoint
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with all team members
• Ability to manage and motivate staff within a team environment
• Good decision making and problem-solving skills
• Attention to detail, initiative and set high standards
• Demonstrated service excellence at a supervisory level
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Senior Product Manager – APIs

Location: Nigeria
Job Type: Full-time

Job Summary

• As a Senior Product Manager for APIs, you will guide a team that is charged with increasing the profitability of existing API products and developing new products for the company.
• You will build products from existing ideas, and help to develop new ideas based on your industry experience and your contact with customers and prospective customers.
• You must possess an innovative blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality. You must enjoy spending time in the market to understand their problems, and find innovative solutions for the broader market.
• You must be able to communicate with all areas of the company:
  • You will work with the engineering team to define product requirements and ensure products are released on schedule.
  • You will work with marketing communications to define the go-to-market strategy, helping them understand the product positioning, key benefits, and target customer.
  • You will also serve as the internal and external evangelist for your product offering, occasionally working with the sales channel and key customers.
• A product manager’s key role is strategic, not tactical. The other organizations will support your strategic efforts; you won’t be supporting their tactical tasks.

Primary Responsibilities

• Conceive and execute on a product vision and strategy for our developer API
• Conduct user research by engaging directly with developers through interviews, surveys, forum participation, and more to understand their pain points and requirements
• Synthesize user insights into actionable product requirements, user stories, and product specifications
• Design intuitive and developer-friendly API interfaces, SDKs, and documentation experiences
• Analyze API usage data and feedback to measure product success and uncover new opportunities
• Managing the entire product line life cycle from strategic planning to tactical activities, including defining the API product roadmap.
• Roadmap Development: Define and prioritize features, enhancements, and updates to the API product roadmap based on customer feedback, vertical analysis, and business objectives.
• Oversee testing processes to ensure API products meet high standards of reliability, scalability, and security
• Developing and implementing a company-wide go-to-market plan, working with all departments to execute.
• Analyzing potential partner relationships for the product.

Knowledge And Skill Requirements

• Bachelor’s Degree with a minimum of 2:1 in Computer Science or Engineering and work experience a strong plus
• 5+ years of proven experience in API product management or a related role, with a track record of API product development or delivery
• Strong technical understanding of APIs, web services, and RESTful architecture. Experience in API design and documentation is preferred
• Understanding of developer tools and workflows developers use in order to translate tooling/workflow requirements into features on the product roadmap
• You have experience working with partners and external engineering teams to understand user needs and use cases. You are able to articulate where tech can automate and elevate user experiences.
• Must have completed the mandatory NYSC

Key Competencies:

• Strategic thinking and problem solving skills
• Strong project management skills, including the ability to think and lead complex projects simultaneously
• Initiative and curiosity
• Observant and attentive to detail
• Excellent communication, presentation and interpersonal to collaborate with cross-functional team and communicate with stakeholders effectively
• Multi-task and manage competing priority
• Judgement and decision-making ability.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online