Quality Assurance (QA) Manager

About Zepz

Zepz Group is the group powering leading global remittance brands: WorldRemit and Sendwave. Zepz Group has been disrupting an industry previously dominated by offline legacy players by reducing the barriers to finance and increasing safety and convenience for users. Every day, Zepz Group and its brands work towards unlocking the prosperity of cross-border communities through finance and technology - driven by the vision of a world that celebrates migrants’ impact on prosperity, at home and abroad. Zepz served over 9+ million users through its presence in over 4,600 corridors with over 40 send countries and 90 receive countries

Come join us!

Zepz.io

Our Commitments:

1. We act like owners - We are relentlessly delivering for our users and spending money thoughtfully. 
2. We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts. 
3. We have a bias to action - We get to first outcomes quickly, iterate and learn. 
4. We strive to be better - We may make mistakes, but always learn from them.
5. We are inclusive - to better reflect and serve our users.

About the role:

As a Quality Assurance Manager, you will be responsible for leading a QA team within operations.  The role of QA is to work closely with teams to identify performance gaps, recommend actionable improvements, and drive consistency in delivering exceptional customer experiences.  The team plays a big part in enhancing the performance, achieving KPIs and aligning with the company's mission and values. This role is critical in ensuring that our customer interactions meet the highest standards of quality and compliance, ultimately contributing to an exceptional customer experience.

What you will own:

Reporting to the Learning and Development Manager - Operations, you will:

• Team Leadership:
• Manage and mentor a team of QA analysts, providing guidance and support to enhance their skills and performance.
• Conduct regular performance evaluations and implement professional development plans for team members.
• Quality Assurance Strategy:
• Develop and implement a comprehensive QA strategy that aligns with the company’s objectives and customer experience goals.
• Establish and maintain QA standards, metrics, and benchmarks to evaluate performance and drive continuous improvement.
• Monitoring and Evaluation:
• Oversee the monitoring of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and quality standards.
• Analyze QA data and provide insights and recommendations to improve customer service delivery.
• Training and Development:
• Collaborate with training teams to develop and enhance training materials based on QA findings and trends.
• Facilitate workshops and training sessions to educate staff on quality standards and best practices.
• Reporting and Communication:
• Prepare and present regular QA reports to senior management, highlighting trends, areas of improvement, and actionable insights.
• Foster open communication with other departments to ensure a unified approach to customer service excellence.
• Process Improvement:
• Identify gaps in processes and systems, and work with cross-functional teams to implement corrective actions.
• Actively participate in quality improvement projects and initiatives, promoting a culture of continuous improvement within the contact center.
• Customer Feedback:
• Utilize customer feedback, surveys, and voice of the customer data to inform QA practices and enhance customer satisfaction.
• Collaboration and Calibration
• Participate in calibration sessions with leadership and stakeholders to ensure consistency in quality evaluations.
• Collaborate with team managers, trainers and management to implement training programs based on quality assessments and performance data.
• Compliance and Best Practices
• Ensure compliance with company policies, regulatory requirements, and industry standards during evaluations.
• Act as a subject matter expert on quality standards and customer service excellence within the contact center.
• Foster a positive and motivating environment that encourages continuous improvement and professional growth among team members.

What you bring to the table: 

• Bachelor’s degree in a related field (Business, Communications, Quality Management, etc.) or equivalent work experience.
• Minimum of 3 years of experience in quality assurance, preferably in a customer contact center environment.
• Proven experience in managing and developing teams.
• Strong analytical skills with the ability to interpret data and make recommendations.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Proficiency in QA software and tools, and familiarity with performance metrics and reporting.

Bonus points if you: 

• Experience with customer relationship management (CRM) systems.
• Knowledge of regulatory compliance and industry standards.
• Excellent verbal and written communication skills for providing clear and constructive feedback.
• Strong organizational and time management skills.
• Detail - oriented with a focus on accuracy and compliance.
• Ability to handle challenging situations with professionalism and poise.
• Familiarity with coaching methodologies and adult learning principles.
• Creative problem-solving skills and the ability to think critically.
• Adaptable to change and open to feedback.

What you’ll get from us 

Please note that the benefits below will apply to permanent roles.  

We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. specifically:

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance! 
• Private Medical Cover: ​​You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.              
• Retirement: We offer pension schemes to help you plan for and secure your future. 
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible. 

We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!  

Why choose Zepz? 

• Our team of over 1,000  employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
• We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
• We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
• At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose -  to continue to provide the best service to our users.

Ready to Apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive. 

So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.