Quality Assurance Specialist

About the role

mylo, a fintech platform, is seeking a Quality Assurance Specialist to monitor and evaluate customer interactions. You'll work closely with Operations, Training, and team leaders to ensure agents provide accurate information and deliver a great customer experience. This role is essential in helping agents improve and raise the quality of support across the team.

What you'll do

• Monitor customer interactions, including live and recorded calls.
• Evaluate agent performance using standardized scorecards.
• Provide constructive feedback and coaching to agents.
• Analyze quality metrics to identify common errors and training gaps.
• Build and maintain regular quality reports for stakeholders.
• Participate in calibration meetings to ensure consistent evaluation standards.

Requirements

• 1-2 years of voice queue experience.
• Understanding of QA scorecards and coaching skills.
• Strong listening and communication skills.
• Organized and detail-oriented with multiple task management.
• Data analysis and problem-solving skills.
• Team player with a customer-focused approach.

Benefits

• No specific benefits mentioned.