Quality Analyst

Responsibilities

• Evaluate and analyze the performance of our customer care team from a quality perspective.


• Provide insightful analysis, feedback, and recommendations to improve customer service levels.


• Identify process and agent opportunities to enhance service delivery and exceed customer expectations.


• Maintain a keen eye for detail to ensure accuracy and compliance with established protocols.


• Utilize your expertise in fintech fundamentals to support the team's proficiency.


• Foster effective communication and collaboration within the team to achieve collective goals.


• Leverage your exceptional listening and analytical skills to identify areas for improvement.


• Utilize MS Office, particularly Excel, to compile and present comprehensive reports

Qualifications

• Strong knowledge of customer care processes and techni...