Collection Quality Assurance Officer at TENN Microfinance Bank Limited

TENN Microfinance Bank Limited is a bank mandated to revolutionize banking for Nigeria’s future: seamlessly connecting every Nigerian to innovative, secure, and personalized digital banking experiences. TENN is committed to fostering financial inclusion and enhancing the digital banking experience for all. Our Approach is to assemble a skilled team from diverse backgrounds to craft a secure and dependable online banking platform, employing cutting-edge technology and advanced algorithms.Department: Collections
Reports To: Head of Collections

Job Summary

The Collection Quality Assurance Officer is responsible for monitoring, evaluating, and improving the quality of collection activities to ensure that Collection Officers comply with the Bank’s policies, procedures, regulatory requirements, and customer service standards.
The role involves reviewing collection calls and customer interactions, identifying process violations, assessing staff performance, and recommending corrective actions to improve recovery rates, operational efficiency, and customer experience.

Qualifications and Experience

Bachelor’s Degree or HND in Business Administration, Finance, Accounting, Economics, Management, or a related discipline.
2 – 4 years of relevant experience in quality assurance, debt collection, customer service, call monitoring, compliance, or financial services.
Experience in a microfinance bank, commercial bank, fintech, lending institution, or collections agency is an advantage.
Knowledge of loan recovery processes, customer engagement standards, and financial services operations.