Quality Analyst – Fintech Account
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Job Description
Quality Analyst role for fintech account ensuring Teammates' performance compliance and quality issue resolution. Preparing reports, analyzing performance, and managing client interactions in remote setting.
Responsibilities:
- Prepare weekly and monthly reports on the quality of Teammates’ performance;
- Identify potential quality issues per a defined process and escalate ongoing quality issues to management;
- Verify implemented solutions or fixes to ongoing quality issues;
- Hold regular calibration sessions with your assigned teams, which include conducting side-by-side task monitoring and feedback sessions with Teammates and Team Leaders;
- Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients.
Requirements:
- Knowledge of customer service practices within and/or beyond the BPO space.
- Support on any financial accounts is a plus
- Ability to identify patterns or connections between situations, issues, or problems that may not be explicitly related.
- Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications.
- Capacity to learn more about business, economics, or other relevant subjects under study through various research methodologies.
- Background in conducting research and analytics, backed by advanced computer proficiency.
- Experience in mediation and conflict resolution techniques.
Benefits:
- competitive industry salaries
- comprehensive benefits packages
- inclusive environment
- positive impact on the community
- internal mobility and professional growth
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