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Quality Assurance Specialist, Customer Support

Closing: Apr 11, 2024

This position has expired

Published: Mar 27, 2024 (28 days ago)

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Job Summary

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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.
Responsibilities
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.
  • 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

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