🛠 Tech Stack

💼 About This Role

You'll monitor call and chat interactions to ensure quality standards in a fast-paced contact center. Your insights will drive agent performance through feedback and calibration. This role offers exposure to quality systems and ISO 9001 in a growing fintech.

🎯 What You'll Do

• Review calls, chats, and field procedures for quality compliance
• Collaborate with process owners to update desktop instructions
• Provide feedback to agents individually and in groups
• Participate in calibration sessions with operational areas

📋 Requirements

• 3 months experience in a quality control role with agent feedback
• Attention to detail to identify errors and process improvements
• Stakeholder management skills to align diverse teams
• Data-driven mindset for decision-making and problem-solving

✨ Nice to Have

• Experience with Google Sheets and Google Slides
• Familiarity with G Suite tools
• Understanding of ISO 9001 standards

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical assessment· 60 min