Quality Assurance Analyst – Twi & English speaker

Quality Assurance Analyst – Twi & English speaker

الوصف الوظيفي

Our Mission
Reduce inequity by helping immigrants move money home by becoming the leading cross-border fintech for immigrants.
The Team
-> Founded by Harvard grads / 3rd-time founders — also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO).
-> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) — we like moving fast, and we hire people that do as well.
-> Driven by mission, guided by values (see below) – in deed, not just word.
-> Team as global as the mission, >30 languages from 25 countries (i.e., if you’re interested in learning to make Chicken Moambe, we’re the place).
About Us
Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman’s words or TechCrunch article
Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Its first product, Taptap Send, allows immigrants to send money home instantly and with no fee, saving money in the process. With a formal market size of >700B alone, we’ve got a lot more saving to do for our users. And that’s just the beginning….
Our Investors
Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angels
The Role
The QAA is the voice of the customer for TapTap Send (TTS) championing best customer service practice and ensuring every CSR has the tools they need to improve their performance. The QAA will evaluate customer contact, feed back to TL’s and CSR’s, produce timely reporting for the department on trends and learning needs and also be a force for positive change in CS.

You will

• Be the “voice of the customer” in Customer Services (CS), ensuring that we always have a focus on bettering our customer service offering.
• Be instrumental in improving TTS CSAT scores through the key day to day tasks outlined below.
• Evaluating inbound and outbound customer contact received via all TTS communication channels.
• Providing feedback to our Customer Service Representatives (CSR’s) to ensure they are supported in improving their performance.
• Producing effective reporting on Quality performance in the CS Department.
• Surfacing key trends and learning needs in Quality performance within CS and providing analysis on how to approach these.
• Engaging with the CS department, leveraging the understanding gained from Quality Evaluations to provide feedback, guidance and best practice recommendations to our CSR’s.
• Leading calibrations and side by side evaluation sessions with the CS department to improve understanding of “what good looks like” in CS and ensure alignment with all stakeholders in the QA process.
• Providing insights to the training/learning function on areas of customer service to target in department wide training interventions.
• Be a driving force for continuous improvement in the CS department, focusing on customer service quality, process improvement and industry best practices.
• Be a role model for the TTS Values, leading other colleagues by example through the way you work and in the way you interact with others.

Essential Skills

• Deep understanding of customer service best practices
• Proficient in spoken and written English
• 2 years experience in evaluating customer contact centres including call and written contact
• An attitude of “we can always do better”A firm sense of fairness in all work undertaken
• Strong written and verbal communication skills
• High attention to detail
• Ability to work to tight deadlines in high pressure situations
• Being able to challenge in an empathetic and understanding way
• Proficient in MS office/Google docs

Desired skills/experience

• Fluent Twi speaker
• Experience in report generation
• Experience in leading meetings with varied stakeholders
• Knowledge of process change Experience in learning needs analysis
• Awareness of risk management concepts
• Experience of root cause analysis

الوصف الوظيفي

تفاصيل الوظيفة

منطقة الوظيفة

الدار البيضاء, المغرب

قطاع الشركة

خدمات الدعم التجاري الأخرى

طبيعة عمل الشركة

غير محدد

نوع التوظيف

غير محدد

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

غير محدد

تفاصيل الوظيفة