LemFi: Customer Support- Quality Assurance

Salary: Not specified.

Location: Nigeria or Remote

LemFi is seeking a Customer Support Quality Assurance Associate to join their team and help build a financial app for the Global South. This role offers an exciting opportunity for someone with a strong customer service background to ensure consistent, high-quality interactions and make a meaningful difference in the lives of millions of people.

About the Company:

LemFi is a rapidly growing fintech company that is on a mission to provide financial services to the global diaspora. Their team of over 400 employees from 20+ countries is dedicated to creating a financial ecosystem that helps immigrants stay connected to their home, build stability, and create wealth, regardless of their origin or current location. With over 2 million users and processing over $1.5B in monthly transactions, LemFi is proving that financial opportunity should not be limited by borders.

Key Responsibilities:

• Evaluate agent performance using established quality frameworks and scoring models
• Identify service gaps, risks, and non-compliance trends through regular audits
• Deliver actionable feedback and quality insights to support teams and leadership
• Ensure consistency in customer experience, tone, and resolution quality
• Track, analyze, and report on quality metrics and audit findings
• Support continuous improvement initiatives to enhance customer satisfaction
• Maintain comprehensive documentation, audit records, and quality guidelines
• Prepare ad hoc reports as requested by management and the operations team
• Provide feedback to management on areas for improvement to enhance service delivery
• Monitor and audit customer support interactions across all channels to ensure adherence to service quality standards

Job Specifications/Requirements:

• Tertiary education in marketing, communications, business management, or a related field is preferred
• 3+ years of experience in customer service, quality assurance, or a related support role
• Prior experience in Fintech or Financial Services is a strong advantage, particularly in regulated or high-trust environments
• Comfortable using Google Workspace and CRM platforms, with the ability to learn new tools quickly
• Excellent communication, empathy, problem-solving, and collaboration skills
• Goal-oriented and results-driven

Perks and Benefits:

• Competitive salary and benefits package
• Opportunity to make a meaningful impact and help underserved communities
• Remote or hybrid work options available
• Collaborative and inclusive company culture
• Fast-paced and dynamic work environment
• Chance to be a part of a rapidly growing and successful fintech company

To find out more or apply for this role, please use the following link: Apply here