Outbound Research Specialist

Responsibilities

• Conduct structured outbound research calls to customers from an assigned daily queue, following approved scripts and protocols
• Administer customer satisfaction and experience surveys over the phone, capturing both quantitative scores and qualitative verbatim responses
• Log every call outcome accurately and completely — call disposition, survey responses, and observation notes — before proceeding to the next record
• Adhere to all consent, data handling, and opt-out requirements for every call, without exception
• Identify and recruit customers for qualitative research interviews based on criteria provided by CX Researchers and Team Leads
• Screen potential participants against research criteria before confirming their participation
• Introduce the Moniepoint research community to interested customers, following approved consent processes to onboard new participants
• Support the Research Operations Coordinator in maintaining participant records and tracking recruitment pipelines
• Conduct short structured phone surveys and screener interviews as directed by the Research Operations Coordinator or CX Research Team Leads
• Log all responses faithfully — never paraphrasing in a way that alters the meaning of what a customer said
• Assist with preliminary data organization and tagging under the guidance of more senior team members
• Visit customer support centres and field locations at least monthly to observe real customer interactions and speak directly with customers
• Log qualitative findings from field visits in the relevant research repository within 48 hours, tagged to the appropriate product area
• Report patterns from support centre and field visits to the relevant CX Researcher promptly
• Actively learn and apply fundamental research methodologies, tools, and best practices
• Demonstrate increasing independence in managing routine research support tasks over time
• Participate in team knowledge sharing and contribute to a strong research culture

Requirements

• 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, field sales, or similar roles
• Bachelor's degree in any field, preferably with completed coursework in research methods, social sciences, business, or marketing
• Demonstrated ability to work with minimal supervision on routine tasks
• Clear, professional verbal communication skills in English
• Comfortable initiating conversations with completely new contacts and keeping them effectively focused
• Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred
• Accurate, disciplined data capture habits—focusing entirely on logging what customers actually say, not what is expected
• Strong organizational skills and sharp attention to detail
• A high level of empathy paired with a genuine interest in deeply understanding people
• Proficiency in standard office software platforms (Google Workspace or Microsoft Office)
• A basic understanding of qualitative and quantitative research principles
• Familiarity with standard survey platforms or project management tools
• Prior experience specifically within customer support is considered a distinct advantage
• Prior experience in a research-related role, research internship, or a support capacity within a technology or financial services company is preferred
• Experience utilizing a phone-based CRM or contact center platform is preferred