Senior Associate, Quality Assurance at Branch International

Job Overview

Reporting to the Quality Assurance Team Lead, the Quality Assurance Senior Associate collaborates with Customer Success teams—including Customer Service, Loan Review, Servicing & Collections, and Payment Operations—to ensure adherence to established targets and Service Level Agreements (SLAs) related to customer experience. This role also involves close engagement with cross-functional stakeholder teams to drive operational efficiency and effectiveness.

Responsibilities

• Conducts comprehensive analysis and audits of calls, emails, chats, social media interactions, loan applications, and customer surveys using quality monitoring tools.
• Tracks investigates, and resolves customer issues by coordinating with relevant teams, ensuring timely ticketing and follow-ups.
• Performs post-communication satisfaction survey analysis to identify areas for improvement in the customer experience.
• Provides actionable process and product improvement recommendations based on customer interaction insights and evaluations.
• Leads feedback sessions to address and resolve quality issues effectively and promptly.
• Facilitates calibration sessions with stakeholder teams to align quality standards and expectations.
• Identifies training needs related to products and processes, develops training materials, and conducts training sessions to uphold quality standards.
• Prepares and distributes weekly quality reports and coordinates QA sync meetings to ensure consistent quality oversight.
• Conducts investigations to gather customer intelligence and support strategic decision-making.

Qualifications

• A higher education qualification in Business Management, Customer Service, Client Service, or a related field.
• 2–3 years of professional experience in a Quality Assurance role.
• In-depth understanding of Quality Management principles and key support metrics such as Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
• Proficiency in Microsoft Office Suite and Google Workspace tools.
• Strong analytical and reporting capabilities with a keen attention to detail.
• Excellent verbal and written communication skills, with the ability to convey insights and recommendations effectively.