Quality Assurance Specialist at Renmoney

You will be responsible for assessing and improving the performance of our customer interactions across various communication channels. This role will focus on ensuring that our call center associates maintain high standards of service quality, with a focus on customer satisfaction and regulatory compliance.

Key Responsibilities

•  Quality Audits & Reviews: Regularly assess the quality of performance for call center associates interacting with customers across all available communication channels (phone, email, web/live chat, social media, etc.).
•  Customer Feedback Analysis: Analyse customer feedback (CSAT, DSAT) to spot trends and recommend improvements based on insights.
•  Performance Evaluation: Evaluate agent performance using the Renmoney QA scorecard, providing actionable insights to help agents improve their service and effectiveness.
•  Coaching Support: Offer on-the-job feedback based on audit findings, guiding agents to enhance their communication skills and customer interaction strategies.
•  Process Improvement: Identify opportunities to optimize processes and contribute to the development of new guidelines and frameworks that improve the overall customer experience.
•  Collaboration with Teams: Work closely with cross-functional teams to ensure alignment with operational goals, service standards, and customer satisfaction objectives.
•  Training & Development: Identify performance gaps and training needs, propose strategies for improvement, and assist with developing training programs for customer service agents.
•  Report Generation: Provide detailed monthly reports on agent performance, quality metrics, and compliance adherence

Requirements

• A minimum of 2 years of experience in a quality assurance or customer service role.
• A Bachelor's degree in any field.
• Outstanding communication skills, both verbal and written.
• An analytical mindset with a keen eye for detail and the ability to spot trends.
• A passion for coaching and helping others improve.
• Familiarity with contact centre technology and tools.
• Strong problem-solving abilities and a proactive approach to challenges.