Customer Service Quality Assurance (QA) Analyst

Customer Service Quality Assurance (QA) Analyst LocationCasablancaEmployment TypeFull timeLocation TypeOn-siteDepartmentCustomer ExperienceAbout UsWe’re building the world’s leading cross-border fintech for emerging markets - empowering families, fueling local economies, and changing how millions access financial services.Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features.We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation.Here’s a little more:Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world)Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and moreBuilt by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our missionTruly global team - 250+ people, 50+ nationalities, 50+ languagesGuided by our values - ownership, impact, humility, and heart - in deed, not just wordRoleThe Quality Assurance (QA) Analyst is responsible for evaluating AI & human interactions across email, call, and chat channels to ensure consistent quality, compliance, and customer experience standards. This role plays a critical part in managing quality assurance processes and relationships with our Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights.The QA Analyst will work closely with internal team leaders and BPO site management to align expectations, identify gaps, and support agent development through structured feedback, coaching sessions, and cross-site calibrations.Goal ownershipEnsure all sites reach our QA target of 4.5, globally and per channelEnsure 90% of agents pass QA (>4.5)Assume a role of Point of Contact for a dedicated siteEnsure all sites achieve the required targets of assessments per agent and per channel, on a weekly basisAssume the POC role by ensuring the data presented during Weekly business Reviews is accurate and reflect your own analysis and ensure the right push are sent to the sitesFollow-up on actions to ensure sites deliver progress and all agents pass QA targetQuality Monitoring & EvaluationReview and assess customer support interactions across email, voice, and chat channels against defined QA standards and KPIsProvide objective, detailed, and actionable feedback to agents and team leadersIdentify recurring issues, trends, and root causes affecting customer experience and operational performanceBPO Relationship & QA ManagementAct as a primary point of contact for QA-related matters with BPO partnersEnsure consistent application of quality standards across internal teams and BPO sitesSupport alignment between BPO sites and internal expectations, processes, and performance goalsAct as the main leading force to ensure QA performance meets targets during WBRsCoaching & Agent DevelopmentCoordinate and, where appropriate, deliver agent coaching sessions based on QA findingsEnsure sites provide adjusted coaching and liaise with our TrainerIdentify patterns in mishandlings/product knowledge gaps and ensure quiz/refreshers are prepared to improve global performancePartner with team leaders to support targeted development plans for underperforming agentsMonitor post-coaching performance to assess effectiveness and improvementCalibration &...