Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.
Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.
Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.
CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.
Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.
Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience.
Requirements
Bachelor's degree in any related field (or equivalent work experience).
Strong understanding of Customer Service & Quality Assurance frameworks, audit methodologies, and coaching practices.
Excellent communication and stakeholder management skills, with the ability to collaborate across teams (Operations, Training, Product).
Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into actionable insights
Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
Detail-oriented with exceptional documentation and report-writing skills.
Ability to work independently and prioritize tasks to meet deadlines.
Experience in conducting quality assurance reviews or audits within the financial services or Fintech industry is a plus.
