Quality and Training Specialist at FairMoney

ROLES AND RESPONSIBILITIES:

For you as a Quality and Training Specialist at FairMoney here are your roles and responsibilities which is subject to change and can increase base on the company’s clientele and services rendered

• Maintain and develop internal support and quality standards across all teams.
• Assess support interactions based on internal standards
• Analyze all customer service metrics (e.g. CSAT, FCR) and how the support team’s performance affects those KPIs
• Create strategies to improve support KPIs
• Map the need for training and onboarding programs and initiate these projects
• Monitor customer service performance on the agent and team level
• Contribute to the team culture in a positive manner.
• Review and identify the root cause for all escalated service requests and use this information to improve continuously within service delivery teams.
• Collaborate with other workgroup teams to train using processes and procedures based on historical experience
• Ensure Standard Operating Manual are adhered to diligently
• Ensure that all agents are up to date with the knowledge of the Lending and Bank’s products and services (both new and modified)

Requirements

• 2 - 3 years experience working as a quality assurance analyst
• A creative mindset and the ability to approach a problem creatively.
• Keen attention to detail
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills