Quality Analyst – Fintech Account

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Generate weekly and monthly reports assessing the performance quality of Teammates;

• Detect potential quality concerns following a defined process and escalate existing quality issues to management;

• Verify solutions or fixes that have been implemented for ongoing quality concerns;

• Conduct regular calibration sessions with your designated teams, which involve side-by-side task monitoring and feedback discussions with Teammates and Team Leaders;

• Participate in weekly business reviews alongside assigned campaign Team Leaders, Operations Managers, and clients.

⛳️ Requirements

• Familiarity with customer service practices within and/or outside the BPO sector.

• Experience in supporting financial accounts is an advantage.

• Capability to recognize patterns or links between situations, issues, or problems that may not be immediately apparent.

• Skill in articulating ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communication.

• Willingness to learn more about business, economics, or other relevant areas of study through diverse research methodologies.

• Experience in conducting research and analytics, supported by advanced computer skills.

• Proven background 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