The Quality Assurance Specialist ensures service quality across customer-facing and operational CX functions by designing, executing, and continuously improving quality frameworks, evaluation models, and governance mechanisms. The role focuses on translating service standards, policies, and CX strategy into measurable quality outcomes that drive customer satisfaction, operational efficiency, and compliance.
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Key Responsibilities
- Execute and maintain the approved Quality Assurance framework across voice and digital channels.
- Ensure consistent application of quality standards, scoring models, and evaluation criteria.
- Support QA governance through calibration sessions, scoring alignment, and audit readiness.
- Ensure QA practices align with internal policies, regulatory requirements, and risk controls.
- Monitor customer interactions using defined sampling methodologies.
- Evaluate interactions against approved quality standards and behavioral benchmarks.
- Analyze quality results to identify systemic gaps related to process, policy, tools, or knowledge.
- Translate QA findings into actionable insights for CX leadership and operational teams.
- Provide structured, evidence-based feedback to frontline teams.
- Partner with training and enablement teams to support targeted learning interventions.
- Maintain accurate QA records and audit evidence.
- Produce regular quality reports covering trends, risks, and improvement areas.
Experience & Skills
- 4+ years of experience in Quality Assurance, Customer Experience, or Service Operations (Banking and Fintech industries are preferred).
- Advanced knowledge and experience of compliance and regulations policies (banking and Fintech industries).
- Strong understanding of QA methodologies and calibration practices.
- Analytical mindset with strong reporting skills.
- Experience with CRM or ticketing systems (Zoho preferred).
What We Offer You
- We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
- We offer highly competitive compensation packages, including the potential for shares.
- We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
- Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
- We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
- You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
