Quality Assurance Specialist, Customer Support at LemFi (Formerly Lemonade Finance)

To maintain a high and consistent level of service quality across the Customer Support department regardless of the customer support team member engaged or channel utilised by the Customer. Ensuring that every Customer interaction with our Service Personnel or channel continuously generates positive customer experiences.

• Maintain and develop internal documents to support the customer support department quality standards.
• Review a subset of Customer interactions across all channels captured on Zendesk and calls recorded on the PBX.
• Assess details of Customer interactions across all channels based on the approved internal standards (i.e., KPIs for each sub-team).
• Accompany assessment with meaningful, constructive, and thoroughly documented performance feedback.
• Discuss and explain performance feedback to support team members individually and regularly at weekly meetings.
• Map Staff training needs with the gaps discovered during the performance assessments.
• Assist support team members to improve performance with specific recommendations and constant support.
• Training of new support team members and assessment after one week.
• Monitor service delivery or performance at the Service Center Officer and team level.
• Provide weekly activity reports to the customer support Leads on the performance of all support team members across all channels.
• Present incident reports showing activities or processes inhibiting the expected performance targets of support team members.
• Analyze Customer feedback on complaints and provide recommendations to the Customer Support Leads to improve service delivery.
• Monthly recognition of best performers based on the approved internal service standards.
• Perform any other tasks as assigned by the Customer support Leads
• Provide ad hoc reports as required by Management and the Operations team.
• Present feedback to Management on areas of improvement to enhance service delivery

Requirements:

• 3 - 5 years minimum experience in customer support, preferably in a fintech/banking environment.
• At 1 year as Customer Support Quality Assurance in a Fintech.
• Knowledge of all typical processes carried out by the Operations and Customer Support team in a Fintech.
• Emotional intelligence and professionalism, especially in providing constructive performance feedback to support team members.
• Good written, verbal and non-verbal communication skills, with profound attention to detail.
• Problem-solving capabilities to create meaningful strategies to improve service quality.
• Goal or result-oriented, especially towards an excellent service-oriented team.
• Experience leading a remote/distributed team is an advantage.