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FairMoney is a digital platform in Nigeria that allows you access instant loans in a few minutes through our android app.
The job revolves around doing internal conversation reviews and giving feedback to support agents to improve their performance and not just labeling conversations good or bad, as a minor QA might suggest. It also strives to build a Standard Operating Manual, solve customer problems, improve customer service, and maintain company integrity and profitability.
The goal is to maintain a high and consistent level of support quality across the team. It is the responsibility of the Quality assurance team that, regardless of the agent approach or the support channel used, customers always get similarly excellent treatment. You are responsible for managing the process used by the escalation team which is relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.
ROLES AND RESPONSIBILITIES:
For you as a Quality and Escalation Analyst 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
Recruitment Process
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