Fintech CS Quality Assurance - Remote

Key Responsibilities

• Identifying, analyzing, and resolving workflow issues within customer support operations
• Documenting quality assurance activities, assessments, and findings
• Recommending corrective actions to improve employee performance
• Assisting in intervention efforts and training initiatives to ensure compliance with QA standards

Duties & Responsibilities

• Develop, update, and enforce Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs)
• Conduct regular quality reviews of support tickets and participate in agent calibration sessions in coordination with the QA Team Lead
• Identify, analyze, and help resolve workflow inefficiencies within the customer support process
• Monitor, document, and report on quality performance metrics to the CS Team and management as required
• Create and maintain training materials and operational manuals to support quality and compliance
• Deliver training sessions and provide ongoing support to CS agents on systems, policies, and SOPs
• Perform additional duties and tasks as assigned by the Supervisor

Requirements

• Solid understanding of quality assurance concepts, methodologies, and tools
• Strong analytical, problem-solving, and decision-making capabilities
• Demonstrated experience in testing processes, version control, and defect management
• Proficient in both written and spoken English
• Excellent interpersonal and soft skills, including professionalism, teamwork, and a proactive attitude
• Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance
• Competent computer literacy and ability to work with standard office and QA software
• Flexibility to work in a rotational schedule, including weekends or holidays as required
• Willing to work from home or at the office/business site as needed
• Bachelor’s degree or equivalent in a related field

Perks & Benefits

• Competitive total compensation package
• Various team-building programs and company events
• Comprehensive healthcare schemes for employees
• And many more! Apply and let us tell you more!