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Quality Analyst

Manila, Philippines

About Us

MoneyHero Group (Nasdaq: MNY) is a market leading financial products platform in Greater Southeast Asia, reaching 9.8m monthly unique users and working with more than 270 commercial partners across four markets including Singapore, Hong Kong S.A.R., The Philippines, and Taiwan.

 

The paid media and performance marketing function at MoneyHero Group is essential in driving growth and maximizing return on investment through strategic use of channels like SEM, display, and paid social marketing. This function manages integrated marketing campaigns across multiple countries, working closely with local marketing teams to drive awareness, conversion, and optimize budget spend. By leveraging data-driven insights, running experiments, and collaborating on strategic projects, the performance marketing team ensures efficient budget use and strong ROI, contributing to the overall success of MoneyHero Group’s marketing efforts.

 

Quality Analyst will be responsible for:

 

  • Call listening for all sales and customer service calls that are conducted by the company
  • Draft and review the quality standards of the company for sales and customer service including evaluation forms and scoring systems
  • Address most common & crucial quality issues
  • Manage the pitch creations for all scenarios of sales and customer service that improve sales conversions and increase the customer satisfaction
  • Ensure the sales and customer service teams adhere to the respective sales pitches and constantly improve the pitch to suit the needs of the company and the customer
  • Conduct mystery shopping exercise to ensure quality standards are met
  • Conduct monthly review of all sales and customer service staff with regards to product knowledge and quality standards
  • Setting and meeting performance targets for driving efficiency in sales and quality.
  • Participate in daily scrums to share inputs from call listening
  • Organize role plays sessions for sales and customer service in order to upskill the staff
  • Share inputs on call listening with managers for coaching and development purposes
  • Maintaining up-to-date knowledge of products and services of the company along with quality standards
  • Monitoring calls to improve quality, minimize errors and track operative performance.
  • Submit daily/weekly and monthly reports on call listening to respective line managers
  • Immediately highlight to line managers red flags and coach the advisor along with the line manager
  • Improving performance by raising efficiency and improving conversion rates for sales and customer service staff
  • Coordinate with department heads on training needs for the sales and customer service team and organize training interventions to meet quality standards
  • Update all logs sheets for calls heard

 

In this role, we are looking for someone with:

  • 3+ years work experience in a quality assurance and/or sales coach role/s for local outbound telemarketing and sales campaigns.
  • Showmanship, with nothing being too detailed or hands-off
  • Ability to excite and inspire all levels of a sales organization
  • Salesmanship and a love for sales
  • High sense of urgency and best in class work ethics
  • Entrepreneurial spirit
  • Fluent in English/Tagalog

 

Required Soft Skills:

 

  • Good in connecting with people
  • Positive and energetic
  • Hungry with high sense of urgency
  • 100% execution-minded and results oriented
  • Entrepreneurial hands-on approach to business (lead by example)

 

Desired skills:

  • Graduate of IIAP
  • Working knowledge of Car Insurance
  • Sales experience a plus
  • Experience building out quality assurance processes



#MoneyMax #LI-CT1 

What can you expect from us?
 
Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission.
Work: We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives.
Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun.
Thrive: We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.
Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
 
EEO Statement
MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.

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