Victory Leonard

Customer Experience & Quality Assurance Leader with 8+ years of experience driving service excellence, operational efficiency, and customer satisfaction across telecom, fintech, and outsourcing environments. Proven track record of designing and implementing CX strategies, QA frameworks, and performance systems that reduce complaints, improve retention, and enhance service delivery. Skilled in leading cross-functional teams, managing escalations, and influencing stakeholders to align customer experience with business objectives.

Passionate about building scalable processes, coaching high-performing teams, and delivering measurable business impact.

Customer Experience Quality Assurance Analyst - Autochek Africa

(2025-11)

• Lead quality assurance initiatives across customer support channels, ensuring alignment with organizational service standards and compliance requirements.
• Drive continuous improvement by analyzing performance data, identifying root causes of service gaps, and recommending strategic solutions.
• Partner with operations leadership to reduce customer effort and improve resolution timelines.
• Facilitate calibration sessions to standardize evaluation criteria and improve scoring consistency across teams.
• Influence service delivery improvements through actionable insights from audits and customer feedback trends.

Customer Service & Quality Director (Consultant/Freelance) - Crown Unite Forex Limited

• Spearheaded the design and execution of end-to-end customer service and quality strategy for a growing financial services firm.
• Built QA frameworks, scorecards, and performance dashboards to drive accountability and visibility across operations.
• Reduced customer complaints by optimizing escalation processes and improving response/resolution timelines.
• Developed and implemented SOPs, SLAs, and communication standards to ensure consistent service delivery.
• Trained and mentored customer-facing teams, significantly improving professionalism, efficiency, and customer satisfaction.

Training & Quality Assurance Lead - CX Outsourcing

(2023)

• Led training and quality assurance functions across multiple campaigns, aligning team performance with business goals.
• Designed and implemented training programs that improved agent effectiveness and customer interaction quality.
• Oversaw quality audits and escalations, ensuring timely resolution of complex customer issues.
• Collaborated with stakeholders to refine service strategies and enhance customer experience outcomes.
• Established communication standards that improved consistency across phone and email support channels.

Customer Service Quality Analyst - ISON Xperiences (MTN Nigeria)

(2021-01 - 2023-12)

• Managed service quality monitoring and reporting, providing insights that improved operational performance.
• Acted as escalation point for high-impact customer issues, ensuring swift and satisfactory resolution.
• Implemented QA frameworks that enhanced service consistency across multiple customer touchpoints.
• Delivered training sessions on communication, empathy, and conflict resolution.

Customer Care Representative - MTN Process (ISON Xperiences)

(2020-01 - 2021-12)

• Delivered high-quality customer support while maintaining compliance with company policies.
• Identified service trends and contributed to process improvement recommendations.

BSc - Integrated Science Education - Ekiti State University (2020)