Results-driven Standards and Quality Assurance Officer with over 5 years of experience in customer service, quality assurance, and emerging expertise in product management within the banking and financial services sector. Demonstrated ability to improve customer experiences, drive operational excellence, and ensure regulatory compliance. Skilled in utilizing data analysis and stakeholder engagement to optimize processes and achieve organizational objectives. Excited to apply a solid foundation in product management principles to develop and deliver user-centric solutions.
Hi, I’m
Onyekachi Douglas Mgboji
Quality Assurance
Lagos
Summary
Overview
5
years of professional experience
13
Certifications
Work History
Sterling Bank Financial Holding Company
Standards and Quality Assurance Officer
11.2024 - Current
Job overview
- Led development & implementation of 'One Resolve' incident reporting platform, reducing incident reporting time by 60%
- Designed scoring grid for 'One Resolve,' improving performance assessment accuracy by 35%
- Developed standardized inspection checklists, improving compliance scores by 50% across locations
- Spearheaded compliance audits, resulting in a 25% reduction in non-compliance incidents
- Identified and reported risks, leading to a 40% reduction in risk incidents
- Analyzed performance data to provide actionable insights for process improvement
- Collaborated with cross-functional teams to enforce standards and boost morale
- Maintained meticulous records, ensuring 90% clear audits rating
- Supported health and safety, improving regulatory adherence by 10%
Sterling Bank Limited
Consequence Management Officer
08.2024 - 10.2024
Job overview
- Monitored CRM, maintaining 97% SLA adherence
- Investigated service failures, reducing recurring incidents by 30%
- Proactively prevented service failures, improving customer satisfaction by 15%
- Recommended training, increasing team performance by 20%
- Escalated service failures, decreasing customer complaints by 45%
- Ensured ethical Compliance of every staff monitored
Sterling Bank Limited
Quality Assurance Officer Physical Channels
07.2023 - 08.2024
Job overview
- Audited customer interactions, reducing service quality complaints by 10%
- Analyzed feedback, increasing customer satisfaction scores by 25%
- Developed Initiatives and Increased customer retention by 15%
- Prepared detailed reports for Performance and compliance
- Assessed the ambience of branch offices
PegGrov Nig Ltd
Technical Customer Care Officer
01.2023 - 06.2023
Job overview
- Migrated customer data, improving response time by 40%
- Trained customers, reducing paperwork by 80% and improving efficiency by 10%
- Collaborated on IT projects to meet user requirements
Access Bank Plc
Customer Care Officer
10.2019 - 10.2022
Job overview
- Delivered exceptional customer service by providing prompt issue resolution and personalized attention, building strong customer relationships and fostering loyalty and increasing customer satisfaction to 25%
- Managed customer accounts with precision and accuracy, ensuring consistent and reliable service delivery
- Advised customers on banking products, consistently exceeding expectations and driving sales growth
Education
Enugu State University Enugu State
Bachelor Of Science from Computer And Information Sciences
2024
University Overview
Federal Polytechnic NekedeOwerri, Imo State
Higher National Diploma from Computer Science
2018
University Overview
Skills
Product Management:
Certification
Product Management Professional, Devcareer/Entry-level
Timeline
Standards and Quality Assurance Officer
Sterling Bank Financial Holding Company
11.2024 - Current
Consequence Management Officer
Sterling Bank Limited
08.2024 - 10.2024
Quality Assurance Officer Physical Channels
Sterling Bank Limited
07.2023 - 08.2024
Technical Customer Care Officer
PegGrov Nig Ltd
01.2023 - 06.2023
Customer Care Officer
Access Bank Plc
10.2019 - 10.2022
Enugu State University
Bachelor Of Science from Computer And Information Sciences
Federal Polytechnic Nekede
Higher National Diploma from Computer Science
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