Quality Assurance (QA) Analyst

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 Customer Care QA Analyst, you will be responsible for monitoring, evaluating, and coaching customer service representatives on customer interactions to ensure they provide exceptional service that aligns with our company standards. You will work closely with teams to identify performance gaps, recommend actionable improvements, and drive consistency in delivering exceptional customer experiences.  This role will play a crucial role in enhancing the performance, achieving KPIs, and aligning with the company's mission and values.  

What you will own:

Reporting to the Quality Assurance (QA) Manager, you will:

• Quality Monitoring
• Conduct regular quality assessments of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and procedures.
• Ensure accuracy, compliance, and customer satisfaction in all interactions.
• Performance Analysis and Feedback
• Provide constructive feedback and coaching to agents to improve their customer service skills, communication techniques, and adherence to best practices.
• Partner with managers to identify coaching opportunities and implement development plans.
• Reporting and Insights
• Analyze performance metrics and trends to identify areas for improvement and develop targeted coaching plans.
• Maintain accurate records of coaching sessions, performance evaluations, and follow-up actions taken.
• Offer actionable insights to leadership to inform decision - making and enhance overall operations.
• 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.
• Continuous Improvement
• Identify process inefficiencies and recommend solutions to improve workflows and customer interactions.
• Stay updated on industry trends, best practices, and developments in customer service to continuously enhance coaching strategies.
• Facilitate training sessions and workshops to enhance agent skills and knowledge, focusing on customer engagement and problem resolution.
• 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: 

• Minimum of 2 years of experience in a customer service role, preferably in a contact center environment.
• Previous experience in a quality assurance or coaching role is highly desirable.
• Strong understanding of customer service principles and practices.
• Excellent verbal and written communication skills.
• Ability to provide constructive feedback and motivate team members.
• Proficient in using quality monitoring tools and customer relationship management (CRM) software.
• Strong analytical skills and attention to detail.
• Ability to work collaboratively in a team-oriented environment.

Bonus points if you: 

• Strong analytical skills with the ability to identify trends and recommend actionable solutions.
• 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.