Company Description
The Quality Assurance Specialist will ensure the excellence of back-office processes within our Digital Trust and Safety operations. The role will monitor, evaluate, and optimize performance, contributing to a secure and efficient environment. Analytical mindset and commitment to quality will play a pivotal role in maintaining high standards and supporting team growth.
Job Description
- Oversee the execution of all back-office processes to ensure accuracy, compliance, and efficiency.
- Evaluate agent performance, providing constructive feedback and engaging training to enhance skills.
- Contribute to quality control (QC) initiatives, identifying opportunities for improvement and driving effective solutions.
- Take on project officer responsibilities, managing specific tasks to support operational goals.
- Identify and escalate issues, non-conformities, or near-misses to ensure swift resolution.
- Coach agents on handling challenging cases and complaints, promoting best practices.
- Analyze performance data, uncover insights, and share actionable findings with the team to drive continuous improvement.
- Perform other lawful tasks assigned by his/her manager.
- Adhere to the work schedule.
- Adhere to the rules and regulations of the company.
- Adhere to the non-disclosure agreement.
- Ensure all previously set targets are met.
Qualifications
- Previous experience in Know Your Customer (KYC) processes is essential.
- Experience in quality assurance is an advantage.
- Proficient in using Microsoft Office Suite.
- Strong command of the English language, with a proficiency level of C1 or higher.
- Outstanding analytical and problem-solving abilities, with high attention to detail.
- Effective communication and interpersonal skills to collaborate with diverse teams.
- Ability to understand and anticipate customer needs, providing excellent service and solutions.
- Attention to detail with a commitment to operational integrity.
- High school or university degree.
- Strong personal working discipline and initiative.
- Punctuality and loyalty.
Additional Information
Additional Information:
- Additional health and life insurance coverage
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office
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