About the Team
This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.
About the Opportunity
The Quality Assurance Specialist is responsible for ensuring the delivery of high-quality customer service and maintaining performance standards across all GBS functions. In this role, the successful candidate will monitor and constantly evaluate customer interactions, and provide feedback to GBS functions to improve agent performance and ultimately, drive customer satisfaction through exceptional customer service.
Requirements: What We Look For In You
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Minimum 1-2 years of experience in a Quality Assurance role (experience in the FinTech/Crypto industry will be an added advantage)
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Able to work on-site and start immediately.
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Highly motivated and detailed-oriented individual to join our team as QA Specialist.
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Strong analytical skills with the ability to analyze data and provide insights to drive continuous improvement.
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Excellent communication skills, both verbal and written.
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Detailed-oriented with a strong ability to multi-task and prioritize effectively.
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Ability to work independently and as part of a team.
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Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards
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Comfortable working in a fast-paced, dynamic environment with changing priorities.
Key Responsibilities: What You’ll be Doing
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Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching.
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Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
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Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
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Initiate calibration sessions within the operation, training, and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training.
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Develop and maintain quality documentation and processes including quality nuances/scorecards, quality assurance departmental SOP, and other quality-related materials.
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Collaborate with cross-function teams to identify and resolve quality-related matters.
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Stay up to date with industry trends and best practices in contact center quality assurance.
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Participate in the development and implementation of quality assurance initiatives and projects.
