BTSE - REMOTE [Fintech] CS Quality Assurance

• Identifying, analyzing, and resolving workflow issues within customer support operations • Documenting quality assurance activities, assessments, and findings • Recommending corrective actions to improve employee performance • Assisting in intervention efforts and training initiatives to ensure compliance with QA standards • The CSQA Specialist plays a vital role in maintaining high service quality and supporting continuous improvement within the support teams. • Develop, update, and enforce Customer Support (CS) quality assurance policies and Standard Operating Procedures (SOPs) • Conduct regular quality reviews of support tickets and participate in agent calibration sessions in coordination with the QA Team Lead • Identify, analyze, and help resolve workflow inefficiencies within the customer support process • Monitor, document, and report on quality performance metrics to the CS Team and management as required • Create and maintain training materials and operational manuals to support quality and compliance • Deliver training sessions and provide ongoing support to CS agents on systems, policies, and SOPs • Perform additional duties and tasks as assigned by the Supervisor • ## Requirement: • Solid understanding of quality assurance concepts, methodologies, and tools • Strong analytical, problem-solving, and decision-making capabilities • Demonstrated experience in testing processes, version control, and defect management • Proficient in both written and spoken English • Excellent interpersonal and soft skills, including professionalism, teamwork, and a proactive attitude • Minimum of 2 to 3 years of experience in Customer Service or BPO Quality Assurance • Competent computer literacy and ability to work with standard office and QA software • Flexibility to work in a rotational schedule, including weekends or holidays as required • Willing to work from home or at the office/business site as needed • Bachelor’s degree or equivalent in a related field