SYLVIA OSUJI
Quality Assurance Specialist
Lagos
Work Preference
Summary
Detail-oriented and performance-driven Quality Assurance Specialist & Customer Experience Professional with 6+ years' experience in fintech, telecommunications, and service-oriented sectors. Expert in evaluating customer-facing interactions, conducting root-cause analysis, and implementing process improvements that enhance service quality, compliance, and operational efficiency. Demonstrated ability to reduce complaints, optimize workflows, streamline KYC processes, and strengthen product usability through continuous feedback and data-driven decision-making. Passionate about building user-centric systems, improving CSAT, and supporting business growth through excellence and accountability.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Quality Assurance Manager / Head of Call Center Operations
Roqqu Nigeria Technology
08.2024 - Current
- Conducted 200+ weekly QA audits across calls, chats, and emails, improving accuracy, compliance, and customer satisfaction.
- Strengthened QA frameworks, resulting in a 30% reduction in customer complaints within 3 months.
- Designed and implemented a structured QA scorecard that improved evaluation consistency by 95%.
- Led a 12-member call center team, coordinating schedules, adherence, and performance improvement plans.
- Conducted weekly coaching and calibration sessions, boosting agent quality performance by 20%.
- Collaborated with the Compliance/KYC team to refine verification workflows, reducing verification delays by 25%.
- Partnered with Product & Engineering teams to identify issues and recommend usability improvements.
- Built and maintained QA dashboards for executive reporting and business intelligence insights.
- Improved attendance, productivity, and service level delivery through continuous monitoring and feedback.
- Oversaw call center escalations, dispute resolution, and sensitive user cases.
Customer Success Manager / KYC Analyst
Roqqu Nigeria Technology
12.2021 - 01.2024
- Managed 500+ monthly priority tickets with 93% CSAT and consistent SLA compliance.
- Conducted KYC verification, BVN validation, ID checks, and fraud-flag reviews for high-risk accounts.
- Led Tier 1–3 issue resolution including deposits, withdrawals, crypto swaps, and account restrictions.
- Developed a scalable knowledge base that reduced ticket resolution time by 35%.
- Identified and documented recurring issues for engineering, resulting in fixes for 5+ high-impact bugs.
- Supported compliance audits by ensuring accuracy of customer data and proper case documentation.
- Performed transaction tracing and coordinated with blockchain tools to resolve missing crypto deposits/withdrawals.
- Provided user education on scams, security best practices, and account safety.
- Developed customer journey improvements that increased retention and first-contact resolution.
Customer Service Officer
Divine Royal View International
05.2018 - 12.2021
- Handled customer onboarding, inquiries, and complaints across multiple channels.
- Improved customer satisfaction by 25% using personalized communication strategies.
- Reduced complaints by 20% through proactive issue follow-up and case ownership.
- Maintained accurate CRM data for over 300 customer accounts.
- Supported sales and documentation processes, improving lead conversion rates.
- Prepared weekly reports for management on customer trends and support metrics.
Customer Service Specialist
Audacious Business Concept
07.2016 - 03.2017
- Assisted walk-in customers, increasing retention through excellent service delivery.
- Enhanced operational response time by 20% through better internal reporting.
- Managed POS transactions, refunds, size exchanges, and customer inquiries.
- Supported inventory accuracy and product arrangement to improve shopping experience.
Call Center Agent
MTN Nigeria Communications (CNSSL)
01.2016 - 07.2016
- Handled 70–80 calls daily with a 98% response rate and 95% resolution rate.
- Identified recurring patterns in billing and connectivity issues, reducing complaints by 30% through team escalations.
- Educated customers on available services, data plans, and network troubleshooting.
- Ensured accurate documentation of calls in CRM for audit and follow-up.
Education
MBA - Financial Management Science
Ladoke Akintola University of Technology
Ogbomoso, Oyo State, Nigeria01.2023
Data Analytics Certification
Pluralcode Institute
Lagos, Nigeria01.2023
B.Sc. - Management Science
University of Nigeria, Nsukka
01.2014
Skills
Quality Assurance & Evaluation
Customer Experience Optimization
KYC/AML Review & Verification
SLA/KPI Monitoring
Process Improvement
Reporting & Documentation
Conflict Resolution & Escalation Handling
CRM Tools: Intercom, Zoho, Freshdesk, Zendesk
Analytical Tools: Excel, Google Workspace, Trello
Fintech Support (Crypto, Fiat, Wallets, KYC, Payments)
Strong communication & teamwork
Time management & adaptability
Problem-solving & critical thinking
Excellent documentation skills
Knowledge of crypto operations, chargebacks, wallets & KYC compliance
Understanding of Agile, Scrum, and QA methodologies
Certification
Customer Service & Relationship Management – ISM London (2025)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Timeline
Quality Assurance Manager / Head of Call Center Operations
Roqqu Nigeria Technology
08.2024 - Current
Customer Success Manager / KYC Analyst
Roqqu Nigeria Technology
12.2021 - 01.2024
Customer Service Officer
Divine Royal View International
05.2018 - 12.2021
Customer Service Specialist
Audacious Business Concept
07.2016 - 03.2017
Call Center Agent
MTN Nigeria Communications (CNSSL)
01.2016 - 07.2016
B.Sc. - Management Science
University of Nigeria, Nsukka
MBA - Financial Management Science
Ladoke Akintola University of Technology
Data Analytics Certification
Pluralcode Institute