About the Role

The Quality Assurance Specialist in Customer Support is responsible for ensuring that all customer interactions meet high-quality standards. You will monitor, evaluate, and assess the effectiveness of customer support responses across multiple channels, providing valuable feedback and recommendations for continuous improvement. This role involves collaborating with support teams to enhance service delivery, drive customer satisfaction, and maintain adherence to company policies and SLAs. Your efforts will directly contribute to maintaining exceptional service standards and a positive customer experience.

Key Responsibilities

1. Maintain and develop internal support and quality standards, including macros and SOPs.
2. Assess all support interactions (social media, emails, chats, phone etc.) based on internal quality standards and customer expectations.
3. Conduct regular audits on tickets and CSAT scores of support associates to identify areas for improvement.
4. Provide meaningful and constructive feedback during regular meetings and calibration sessions with support agents.
5. Create reports to reflect support performance (Spot checks/Backlog Scrub/ Compliance check), identify training needs, and design training materials for the team
6. Train the support and compliance department on organisational processes, procedures, and best practices.
   
7. Bi-weekly Performance Reporting (Customer support/Compliance).
8. Proactively identify emerging patterns that impact customer experiences and suggest adjustments to enhance service delivery.
9. Contribute positively to team culture, ensuring a collaborative and high-performance work environment.
   Coordinate regular calibration sessions.
   
10. Ensure compliance with internal policies, regulatory requirements, and service-level agreements (SLAs).
11. Collaborate with teams to implement best practices for efficiency and customer satisfaction.
12. Contribute to improving the Net Promoter Score (NPS), and Customer Satisfaction (CSAT).

Qualification

• Bachelor’s degree in Business Administration, Customer Service, Quality Management, or a related field.
  Relevant certifications in Quality Assurance (e.g. Excel and Power BI)
  Proven experience (2 - 3 years) in Quality Assurance within a customer support or service environment, preferably in fintech, SaaS, or similar industries.
• Experience with QA tools, CRM platforms, and customer feedback systems is a plus.
  Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements.
• Excellent communication skills to provide clear, constructive feedback to customer support agents/Compliance Analyst.
• Proficient in developing and implementing QA guidelines and scorecards.
• High attention to detail and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Knowledge of customer service best practices and industry standards.
• Experience in process improvement and driving continuous improvement initiatives.
• Ability to collaborate effectively with cross-functional teams to enhance the customer experience.

Additional information

🔝 Remote friendly

👩🏻‍⚕️ Health Insurance

🎓Training Budget

😎 Team building events

🤩 Growth Opportunities

💰Paid Time Off