Fintech Quality Analyst — Customer Care Excellence

Telebest; Cape Town; On-site; ZAR 279,000 - 446,400; Full time

Job summary

Telebest is looking for a professional to evaluate and enhance the performance of their customer care team based in Cape Town. The candidate will provide analysis and feedback to elevate customer service levels, ensuring accuracy and compliance with protocols.

Qualifications include strong knowledge of customer care processes, exceptional attention to detail, and at least 1 year of experience in a relevant field, with fintech experience as a plus.

Qualifications

• 1+ year of prior experience in BPO, Quality Assurance, or Audit.
• Prior experience in customer care within the fintech industry is a plus.

Responsibilities

• Evaluate and analyze the performance of our customer care team.
• Provide feedback and recommendations to improve customer service.
• Identify opportunities to enhance service delivery.
• Ensure accuracy and compliance with established protocols.
• Compile and present reports using MS Office, particularly Excel.

Skills

Customer care processes and techniques

Verbal and written English language skills

Attention to detail

Experience with fintech fundamentals

Interpersonal communication skills

Understanding of MS Office, particularly Excel

Team-oriented environment experience

Tools

MS Office

Job description

Responsibilities

• Evaluate and analyze the performance of our customer care team from a quality perspective.
• Provide insightful analysis, feedback, and recommendations to improve customer service levels.
• Identify process and agent opportunities to enhance service delivery and exceed customer expectations.
• Maintain a keen eye for detail to ensure accuracy and compliance with established protocols.
• Utilize your expertise in fintech fundamentals to support the team's proficiency.
• Foster effective communication and collaboration within the team to achieve collective goals.
• Leverage your exceptional listening and analytical skills to identify areas for improvement.
• Utilize MS Office, particularly Excel, to compile and present comprehensive reports

Qualifications

• Strong knowledge of customer care processes and techniques.
• Proficient in written and verbal English language skills.
• Exceptional attention to detail and the ability to identify process and agent opportunities.
• Experience with fintech fundamentals is highly desirable.
• Excellent oral, written, and interpersonal communication skills.
• Solid understanding of MS Office, with a focus on Excel.
• Demonstrated ability to thrive in a team-oriented environment.
• Minimum of 1 year of prior experience in BPO, Quality Assurance, or Audit.
• Prior experience in customer care within the fintech industry is a plus.