Quality Assurance Associate - Financial Accounts

Key Responsibilities:

• Monitor and evaluate voice, email, or chat interactions between agents and customers for quality, accuracy, and compliance with financial protocols.
• Identify gaps in communication, soft skills, and process adherence, and provide feedback and coaching points to team leads or trainers.
• Ensure that all financial-related processes comply with regulatory and internal standards (e.g., data privacy, transaction accuracy).
• Assist in creating and updating QA scorecards, calibration reports, and performance dashboards.
• Collaborate with Operations, Training, and Compliance teams to ensure alignment on quality standards and continuous improvement initiatives.
• Participate in calibration sessions to ensure consistency in evaluations.
• Conduct root cause analysis on recurring quality issues and recommend process enhancements.
• Contribute to the development of training materials and QA guidelines specific to the financial LOB.

Qualifications:

• Minimum 2 years of experience working in a BPO setting, preferably with exposure to financial accounts (e.g., banking, lending, insurance, fintech).
• At least 1 year of QA or audit experience in a call center or customer support environment.
• Strong understanding of quality assurance methodologies and metrics.
• Familiarity with industry standards and compliance regulations related to financial services.
• Excellent communication, analytical, and interpersonal skills.
• Proficiency in QA tools and CRM systems (e.g., NICE, Verint, Salesforce, etc.) is a plus.
• Detail-oriented with the ability to manage multiple tasks and meet deadlines.
• Ability to work independently and collaboratively in a fast-paced environment.