Quality Assurance Executive
23 hours ago
Position Summary
The Quality Assurance Executive at ACE Money Transfer plays a vital role in upholding and enhancing service quality standards across customer-facing and internal operations. This role goes beyond traditional call and chat monitoring to include evaluating Trustpilot reviews, IVR feedback ratings, and social media feedback, ensuring a holistic view of customer experience. By analyzing diverse customer touchpoints, the QA Executive helps maintain ACE's strong customer-centric approach and supports continuous improvement across teams.
Job Responsibilities
- Sampling Procedures: Develop and implement sampling methods for recording and reporting quality data, including customer feedback across multiple channels.
- Monitoring and Reporting: Conduct call, chat, and ticket monitoring; review Trustpilot, IVR ratings, and social network feedback; provide trend data and share actionable insights with relevant stakeholders.
- Mystery Shopping: Perform mystery shopping to evaluate service standards and ensure compliance with company expectations.
- Customer Sentiment Analysis: Evaluate online reviews (Trustpilot, social platforms) and IVR feedback to identify recurring issues, customer sentiment, and service gaps.
- Training Support: Create and disseminate case studies, feedback-based scenarios, and quizzes to support team training initiatives.
- Trend Analysis: Review quality data across all customer interaction channels, identify irregularities, and communicate findings with recommendations.
- Quality Assurance: Ensure compliance with communication and service quality standards across calls, chats, tickets, and digital feedback channels.
- Standards Development: Assist in developing monitoring formats and standards to include new review and feedback sources.
- Performance Tracking: Use the QA Portal and reporting tools to compile, track, and analyze performance at both team and individual levels.
- Customer Needs & Advocacy: Identify evolving customer expectations through multi-channel feedback and propose process improvements.
- Reporting: Prepare and present consolidated quality and customer experience reports to management, integrating traditional QA results with online feedback and sentiment analysis.
- Goal Achievement: Meet and exceed assigned daily, monthly, and annual performance targets.
- Other Duties: Perform additional QA-related tasks as directed by management.
Education:
- Minimum of a bachelor's degree.
- Relevant certifications in Quality Assurance, Customer Experience, or related fields will be an advantage.
- 2-3 years of experience in the call centre or financial services industry.
- Prior experience in quality assurance, customer experience monitoring, or proficiency with AI-based quality assurance is preferred.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills with the ability to interpret feedback trends.
- Proficiency in the English language is essential.
- Proficiency in CRM systems, QA tools, and reporting platforms.
- Strong knowledge of Microsoft Office (Outlook, Word, Excel) and Google Forms.
- Ability to work independently as well as collaboratively.
- High attention to detail, adaptability to evolving QA practices, and a commitment to maintaining service excellence.
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