Job title: Senior Affiliate, High quality Assurance -Nigeria
Firm: Department Worldwide
Job description: Department OverviewDepartment delivers world-class monetary providers to the cellular technology, with places of work in the USA, Nigeria, Kenya, Tanzania, and India. Department is a for-profit socially acutely aware firm that makes use of the ability of information science to cut back the price of delivering monetary providers in rising markets. We imagine that everybody all over the place deserves truthful monetary entry. The fast unfold of smartphones presents a possibility for the world’s rising center class to entry banking choices and obtain monetary flexibility.Department’s mission-driven crew is led by the founder and former CEO of Kiva.org. The corporate presents a wealthy alternative for our crew members to drive significant development in quickly evolving and altering markets. Most not too long ago, Department introduced our Collection C and has garnered greater than $100M in funding with investments from main Silicon Valley corporations.We worth variety and are dedicated to offering an inclusive working setting the place human beings of all backgrounds can thrive.Job OverviewReporting to the High quality Assurance Workforce Lead, the High quality Assurance Senior Affiliate collaborates with Buyer Success groups—together with Buyer Service, Mortgage Assessment, Servicing & Collections, and Fee Operations—to make sure adherence to established targets and Service Stage Agreements (SLAs) associated to buyer expertise. This position additionally includes shut engagement with cross-functional stakeholder groups to drive operational effectivity and effectiveness.Obligations
- Conducts complete evaluation and audits of calls, emails, chats, social media interactions, mortgage purposes, and buyer surveys utilizing high quality monitoring instruments.
- Tracks investigates, and resolves buyer points by coordinating with related groups, making certain well timed ticketing and follow-ups.
- Performs post-communication satisfaction survey evaluation to establish areas for enchancment within the buyer expertise.
- Offers actionable course of and product enchancment suggestions primarily based on buyer interplay insights and evaluations.
- Leads suggestions classes to deal with and resolve high quality points successfully and promptly.
- Facilitates calibration classes with stakeholder groups to align high quality requirements and expectations.
- Identifies coaching wants associated to merchandise and processes, develops coaching supplies, and conducts coaching classes to uphold high quality requirements.
- Prepares and distributes weekly high quality reviews and coordinates QA sync conferences to make sure constant high quality oversight.
- Conducts investigations to collect buyer intelligence and help strategic decision-making.
{Qualifications}
- The next schooling qualification in Enterprise Administration, Buyer Service, Consumer Service, or a associated subject.
- 2–3 years {of professional} expertise in a High quality Assurance position.
- In-depth understanding of High quality Administration rules and key help metrics akin to Buyer Satisfaction (CSAT) and First Contact Decision (FCR).
- Proficiency in Microsoft Workplace Suite and Google Workspace instruments.
- Sturdy analytical and reporting capabilities with a eager consideration to element.
- Wonderful verbal and written communication abilities, with the flexibility to convey insights and proposals successfully.
Advantages of Becoming a member of
- Work in a mission-driven, fast-paced and entrepreneurial setting
- Aggressive wage and fairness package deal
- A collaborative and flat firm tradition
- The place we work:
- Hybrid – we’re distant first, with occasional in-office necessities.
- Totally paid life and medical health insurance profit with Axa Mansard (Platinum plan)
- 28 days of annual depart, 30 days of sick depart and seven days of bereavement depart
- Totally paid parental depart – 6 months maternity depart and three months paternity depart
- Annual skilled improvement price range
- Pension profit
- Month-to-month WFH stipend alongside a one-time residence workplace set-up price range
- Workforce meals and social occasions (Hybrid for now)
- Versatile working hours
- Alternative to work and work together with a world crew
Department Worldwide is an Equal Alternative Employer. The corporate doesn’t and won’t discriminate in employment on any foundation prohibited by relevant legislation. We’re searching for extra than simply {qualifications} — so when you’re not sure that you just meet the standards, please don’t hesitate to use!Powered by JazzHR
Anticipated wage:
Location: Nigeria
Job date: Wed, 11 Dec 2024 04:47:10 GMT
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