Outbound Research Specialist

About us

Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.

As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.

About this role

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. The role conducts structured outbound research calls, recruits research participants, supports field-based data collection, and assists with direct customer engagement activities.

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

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

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

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

Field Observation & Support Centre Visits

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

Learning & Development

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

Experience & Background

Customer-Facing Experience: 1–3 years of experience in a customer-facing environment such as outbound calling, customer service, field sales, or similar roles.

Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred

Domain Advantage: Prior experience specifically within customer support is considered a distinct advantage.

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.

Preferred Experience: Prior experience in a research-related role, research internship, or a support capacity within a technology or financial services company.

Systems Familiarity: Experience utilizing a phone-based CRM or contact center platform is preferred.

Skills & Competencies

Communication: Clear, professional verbal communication skills in English.

Interaction: Comfortable initiating conversations with completely new contacts and keeping them effectively focused.

Languages: Proficiency in at least one major Nigerian language (Yoruba, Igbo, or Hausa) is strongly preferred.

Data Discipline: Accurate, disciplined data capture habits—focusing entirely on logging what customers actually say, not what is expected.

Organization: Strong organizational skills and sharp attention to detail.

Empathy: A high level of empathy paired with a genuine interest in deeply understanding people.

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.