Quality Analyst (Support)

Revolut Ltd; United Arab Emirates; Hybrid; AED 120,000 - 180,000; Full time

Benefits offered by this job

Financial benefits

WFH flexibility

Revolut Metal benefits

Team events

Job summary

Revolut Ltd in United Arab Emirates seeks a Quality Analyst for the Customer Support function to ensure top-quality service across global channels. You’ll work with Analysts and line managers to drive improvements and coach teams on compliance and customer support processes.

You’ll collaborate with colleagues across locations, deliver refresher sessions, report issues to leadership, and help maintain a high standard of customer care while embracing our diverse, inclusive culture.

Qualifications

• Experience in a quality support role.
• Fluency in English (C1+ level).
• Fluency in Arabic (native level).
• Strong analytical skills and ownership mindset.
• Empathy and a customer-focused approach.
• Independent time management and prioritisation.
• Flexible and positive attitude to change.

Responsibilities

• Complete monthly quality control activities focusing on successes and failures in Compliance team.
• Highlight and report issues to leadership.
• Provide feedback to Analysts and perform root-cause analyses of errors.
• Deliver quality refresher sessions to staff.
• Coach new joiners on compliance and customer support procedures.
• Collaborate with teams across locations.

Skills

Quality analyst experience

English (C1+)

Arabic (native)

Analytical skills

Ownership mindset

Empathy

Time management

Adaptability

Job description

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 80+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We’re looking for a Quality Analyst to ensure our Customer Support team is operating at the best quality performance. You'll collaborate across teams, supporting Analysts and their line managers to deliver the best outcomes for customers.

Up to shape what's next in finance? Let’s get in touch.

What you’ll be doing

• Completing monthly quality control (QC) activities by focusing on identifying successes and failures in Compliance team members' work
• Highlighting and reporting any issues to leadership
• Providing feedback to Analysts, and performing root-cause analyses of errors
• Delivering quality refresher sessions to individuals struggling with quality performance
• Coaching new joiners to learn compliance and customer support procedures
• Collaborating with other teams across different locations

What you'll need

• Experience in a quality support role
• Fluency in English (C1+ level)
• Fluency in Arabic (native level)
• Solid analytical skills
• A readiness to take ownership and responsibility
• Empathy and a passion for helping people
• Independent time management skills, with the ability to effectively prioritise tasks
• Flexibility with responsibilities and a positive attitude towards changes to role, company objectives, and targets

Nice to have

• 6+ months of experience in customer support

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Get what you need to succeed

• Financial benefits that show we value your work
• Flexibility to work from home, the office, or abroad
• A Revolut Metal subscription loaded with perks
• Exciting events year-round so you can get to know your team