Quality and Training Specialist
Watch the way FairMoney is building Africa’s money story here (edited)
The job revolves around doing internal conversation reviews and giving feedback to support agents to improve their performance and not just labeling conversations good or bad, as a minor QA might suggest. It also strives to build a Standard Operating Manual, solve customer problems, improve customer service, and maintain company integrity and profitability.
The goal is to maintain a high and consistent level of support quality across the team. It is the responsibility of the Quality assurance team that, regardless of the agent approach or the support channel used, customers always get similarly excellent treatment. You are responsible for managing the process used by the escalation team which is relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.
ROLES AND RESPONSIBILITIES:
For you as a Quality and Training Specialist at FairMoney here are your roles and responsibilities which is subject to change and can increase base on the company’s clientele and services rendered
- Maintain and develop internal support and quality standards across all teams.
- Assess support interactions based on internal standards
- Analyze all customer service metrics (e.g. CSAT, FCR) and how the support team’s performance affects those KPIs
- Create strategies to improve support KPIs
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance on the agent and team level
- Contribute to the team culture in a positive manner.
- Review and identify the root cause for all escalated service requests and use this information to improve continuously within service delivery teams.
- Collaborate with other workgroup teams to train using processes and procedures based on historical experience
- Ensure Standard Operating Manual are adhered to diligently
- Ensure that all agents are up to date with the knowledge of the Lending and Bank’s products and services (both new and modified)
- 2 - 3 years experience working as a quality assurance analyst
- A creative mindset and the ability to approach a problem creatively.
- Keen attention to detail
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Private Health Insurance
- Pension Plan
- Training & Development
- Performance Bonus
Recruitment Process
- 1st round: HR Screening
- 2nd round: Hiring Manager Interview ~30 mins
As a Quality and Training Specialist at FairMoney, you'll find yourself at the heart of enhancing customer interactions within this innovative mobile banking platform dedicated to emerging markets. Founded in 2017 and backed by notable global investors, FairMoney is not just about lending but about creating a supportive financial ecosystem. In this role, you'll lead the charge in reviewing internal conversations, offering constructive feedback to support agents not just to check boxes but to promote genuine improvement in performance. You'll help shape a Standard Operating Manual that reflects best practices in customer service, ensuring that clients receive consistent, top-notch support no matter the channel. Your analytical skills will shine as you assess customer service metrics and map out training needs that align with our commitment to quality. Collaborating with various teams, you will contribute to a positive work culture, while your keen eye for detail ensures that the service delivery continuously evolves in response to customer feedback. With 2-3 years of quality assurance experience, excellent communication skills, and a creative approach to problem-solving, you'll be instrumental in maintaining the high standards that FairMoney has set in the industry. Join us in this rewarding journey as we reshape Africa's financial landscape together!
By
FairMoney
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