Customer Service Quality Specialist
Core
Improve customer experience and ensure compliance with business and legal expectations by maintaining quality standards for agents, vendors, and products.
Role type
Customer Service Quality Specialist
Builds
Quality management strategy and framework for international money transfer services
Domain
Fintech / Cross-border payments
Deliverable
Dashboards & analysis
Required skills
Risk assessment, root cause analysis, calibration, policy compliance auditing, trend analysis, KPI/SLA tracking
Preferred skills
Continuous improvement, stakeholder communication, proactive problem solving
Technologies
Test scripts, scorecards
Responsibilities
Conduct holistic risk-based reviews using test scripts and scorecards; Assess risk, materiality, and root causes for findings; Participate in calibration exercises to ensure consistent decisions; Analyse emerging themes and trends to recommend improvements; Execute root cause analysis or targeted investigations when assigned; Meet deadlines and optimize processing times to achieve targets.