Customer Service Quality Assurance (QA) Analyst

Job description

ABOUT US We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fueling local economies, and changing how millions access financial services. Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features. We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation. Here’s a little more: - Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world) - Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more - Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission - Truly global team - 250+ people, 50+ nationalities, 50+ languages - Guided by our values - ownership, impact, humility, and heart - in deed, not just word ROLE The Quality Assurance (QA) Analyst is responsible for evaluating AI & human interactions across email, call, and chat channels to ensure consistent quality, compliance, and customer experience standards. This role plays a critical part in managing quality assurance processes and relationships with our Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights. The QA Analyst will work closely with internal team leaders and BPO site management to align expectations, identify gaps, and support agent development through structured feedback, coaching sessions, and cross-site calibrations. GOAL OWNERSHIP - Ensure all sites reach our QA target of 4.5, globally and per channel - Ensure 90% of agents pass QA (>4.5) - Assume a role of Point of Contact for a dedicated site - Ensure all sites achieve the required targets of assessments per agent and per channel, on a weekly basis - Assume the POC role by ensuring the data presented during Weekly business Reviews is accurate and reflect your own analysis and ensure the right push are sent to the sites - Follow-up on actions to ensure sites deliver progress and all agents pass QA target QUALITY MONITORING & EVALUATION - Review and assess customer support interactions across email, voice, and chat channels against defined QA standards and KPIs - Provide objective, detailed, and actionable feedback to agents and team leaders - Identify recurring issues, trends, and root causes affecting customer experience and operational performance BPO RELATIONSHIP & QA MANAGEMENT - Act as a primary point of contact for QA-related matters with BPO partners - Ensure consistent application of quality standards across internal teams and BPO sites - Support alignment between BPO sites and internal expectations, processes, and performance goals - Act as the main leading force to ensure QA performance meets targets during WBRs COACHING & AGENT DEVELOPMENT - Coordinate and, where appropriate, deliver agent coaching sessions based on QA findings - Ensure sites provide adjusted coaching and liaise with our Trainer - Identify patterns in mishandlings/product knowledge gaps and ensure quiz/refreshers are prepared to improve global performance - Partner with team leaders to support targeted development plans for underperforming agents - Monitor post-coaching performance to assess effectiveness and improvement CALIBRATION & ALIGNMENT - Organise and facilitate regular QA calibration sessions between BPO sites and internal team leaders - Ensure scoring consistency and shared understanding of quality expectations across locations - Document calibration outcomes and follow up on agreed actions REPORTING & CONTINUOUS IMPROVEMENT - Prepare regular QA reports and insights for stakeholders, including trends, risks, and recommendations - Contribute to the evolution of QA frameworks, scorecards, and guidelines - Support initiatives aimed at improving customer experience, agent performance, and operational efficiency REQUIRED SKILLS & EXPERIENCE - Strong organisational skills and attention to detail - Critical analysis - Strong understanding of customer support KPIs and quality frameworks - Demonstrates strong QA results - Strong sense of ownership with excellent communication and stakeholder management skills - Ability to deliver constructive feedback in a professional and supportive manner - Additional languages are welcome and a + KEY COMPETENCIES - Strong judgment and consistency in quality assessments - Collaborative approach to working across teams and external partners - Proactive problem-solver with a continuous improvement focus TAPTAP VALUES https://www.taptapsend.com/our-values Impact first Team next Accept reality Propose solutions Win with grit Be proactively candid, with yourself and others Love the particular Own it Create positive energy Maybe, even have fun Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply. If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements. Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.