Outbound Research Specialist

We are recruiting to fill the position below:

Job Title: Outbound Research Specialist

Location: Lagos

About this role

• The role conducts structured outbound research calls, recruits research participants, supports field-based data collection, and assists with direct customer engagement activities.
• The Outbound Research Specialist provides essential operational and logistical support to the Customer Research function, with a focus on reaching customer segments that are not accessible through digital or in-app channels.
• This role is foundational for individuals building a career in customer research, offering hands-on experience in research coordination, data collection, and participant management under the guidance of experienced team members.
• At Moniepoint, the experiences of the customers who use our POS devices, transact in markets, or are served by agents in areas with limited connectivity matter as much as any in-app user's—this role exists to make sure their voice is heard.

Responsibilities
Outbound Research Calls:

• Adhere to all consent, data handling, and opt-out requirements for every call, without exception
• Log every call outcome accurately and completely — call disposition, survey responses, and observation notes — before proceeding to the next record
• Administer customer satisfaction and experience surveys over the phone, capturing both quantitative scores and qualitative verbatim responses
• Conduct structured outbound research calls to customers from an assigned daily queue, following approved scripts and protocols

Participant Recruitment & Panel Support:

• 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

Ad Hoc Data Collection:

• Assist with preliminary data organization and tagging under the guidance of more senior team members
• Log all responses faithfully — never paraphrasing in a way that alters the meaning of what a customer said
• Conduct short structured phone surveys and screener interviews as directed by the Research Operations Coordinator or CX Research Team Leads

Field Observation & Support Centre Visits:

• Report patterns from support centre and field visits to the relevant CX Researcher promptly
• Log qualitative findings from field visits in the relevant research repository within 48 hours, tagged to the appropriate product area
• Visit customer support centres and field locations at least monthly to observe real customer interactions and speak directly with customers

Learning & Development:

• Demonstrate increasing independence in managing routine research support tasks over time
• Participate in team knowledge sharing and contribute to a strong research culture
• Actively learn and apply fundamental research methodologies, tools, and best practices

Experience & Background

• Education: Bachelor's Degree in any field, preferably with completed coursework in research methods, social sciences, business, or marketing.
• Autonomy: Demonstrated ability to work with minimal supervision on routine tasks.
• Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred
• Systems Familiarity: Experience utilizing a phone-based CRM or contact center platform is preferred.
• Domain Advantage: Prior experience specifically within customer support is considered a distinct advantage.
• Preferred Experience: Prior experience in a research-related role, research internship, or a support capacity within a technology or financial services company.
• Customer-Facing Experience: 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, field sales, or similar roles.

Skills & Competencies:

• Data Discipline: Accurate, disciplined data capture habits—focusing entirely on logging what customers actually say, not what is expected.
• Interaction: Comfortable initiating conversations with completely new contacts and keeping them effectively focused.
• Organization: Strong organizational skills and sharp attention to detail.
• Software Tools: Proficiency in standard office software platforms (Google Workspace or Microsoft Office).
• Research Principles: A basic understanding of qualitative and quantitative research principles.
• Platform Literacy: Familiarity with standard survey platforms or project management tools.
• Empathy: A high level of empathy paired with a genuine interest in deeply understanding people.
• Languages: Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred.
• Communication: Clear, professional verbal communication skills in English.