OPay Microfinance Bank is hiring for multiple roles in Ikeja, Lagos
Location: Adeniyi Jones – Ikeja (Onsite)
Data Analyst
Role Focus: Customer Service & Operations Data Analysis
Key Responsibilities
Collect, clean, and analyze customer service and call center data
Use Excel for data processing, reporting, and basic visualizations..
Track and monitor key operational metrics such as call volume, issue categories, resolution time, and response rates.
Identify trends and generate insights to support operational and service improvement decisions.
Prepare clear summaries and reports for stakeholders.
Requirements
Strong proficiency in Excel (formulas, pivot tables, data handling).
Solid analytical and logical thinking skills.
Ability to translate data into clear, actionable insights.
Strong interest in understanding business and operational performance through data.
Operations Support – Quality & Process
Role Focus: Service Quality Assurance & Process Improvement
Key Responsibilities
Conduct quality assurance reviews on customer interactions (calls, chats, tickets).
Identify service gaps, risks, and opportunities for improvement.
Support the optimization of customer service processes and quality standards.
Provide structured feedback with a strong customer-centric perspective.
Assist in building and documenting service guidelines and best practices.
Requirements
Strong customer service mindset and empathy.
Good attention to detail and problem-identification skills.
Structured thinking with an interest in quality and process improvement.
Willingness to contribute to service standard development and monitoring.
Operations Support
Role Focus: Call Center Operations & Coordination
Key Responsibilities
Support day-to-day call center operational activities.
Assist with the execution of service initiatives and operational projects.
Coordinate with internal teams to support issue resolution and service delivery.
Learn and understand end-to-end call center operations through hands-on involvement.
Requirements
Strong interest in customer service and operations.
Curious, proactive, and willing to learn the call center environment..
Good communication and task execution skills.
Open to starting from foundational operational responsibilities.
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