REMOTE [Fintech] CS Quality Assurance

Remote $112k–$188k English B2 1 month ago full-time quality 7.4/10

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
Developing, updating, and enforcing Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs)
Conducting regular quality reviews of support tickets and participating in agent calibration sessions in coordination with the QA Team Lead
Monitoring, documenting, and reporting on quality performance metrics to the CS Team and management as required
Creating and maintaining training materials and operational manuals to support quality and compliance
Delivering training sessions and providing ongoing support to CS agents on systems, policies, and SOPs
Performing additional duties and tasks as assigned by the Supervisor

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

Similar jobs