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Engaged Employer

Bright Money

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3.6

based on 33 Reviews

11 Bright Money Jobs

Quality Analyst - Customer Success

Bright Money

3.6

based on 33 Reviews

3-6 years

Bangalore / Bengaluru

1 vacancy

Quality Analyst - Customer Success

Bright Money

posted 3hr ago

Job Role Insights

Flexible timing

Key skills for the job

Data Science Data Analysis Customer Service Machine Learning Venture Capital Home Loans

+ 2 more

Job Description

We are Bright:

Bright is a consumer fintech that helps Americans get out of debt, with the power of data science and machine learning. It is a mobile app that combines all the tools and tech needed to manage and get rid of debt.

Bright s tools include credit score building, automated debt paydown plans, financial planning, budget planning tools, and refinance loans. It works with credit cards, student loans and car loans.

Bright has had 6x growth in the last year, with 300,000 users, and more than 100,000 ratings and reviews.

Bright is backed by three major venture capital funds (Sequoia, Falcon Edge and Hummingbird) and with top angel investors from the US, UK and India, Bright has raised +$40 million in funding to date.

Bright has recently raised $50M in debt funding from Encina Lender Finance, for its credit business growth. Encina Lender Finance provides lending solutions to consumer and commercial speciality finance companies across the U.S. and Canada.

Today we are among the top 8 US FinTech companies. We will become a top-100 US financial institution, with the unique strength of data science and predictive modelling to enhance financial products for a user s life outcomes.

We will be the first at-scale Consumer Tech company, built in India for Global markets.

About Our Founders:

Bright was founded in 2019 by a founding team from McKinsey s Banking Practice ( Petko Plachkov and Avi Patchava ) and InMobi Data Scientist (Avi Patchava, Varun Modi , Avinash Ramakath , Jayashree Merwade ).

Key Responsibilities:

Review and evaluate customer service interactions, including calls, chats, and emails, against established quality standards.
Analyze customer feedback and performance metrics to identify areas for improvement in service delivery.
Create and maintain quality evaluation criteria and guidelines to ensure consistency in assessments.
Collaborate with customer service managers and representatives to provide actionable feedback and coaching.
Generate reports and dashboards to track quality performance and trends over time.
Identify training needs and assist in developing training materials for the customer service team.
Participate in regular quality calibration sessions to align team assessments and maintain quality standards.
Stay updated on industry best practices and customer service trends, particularly from fintech companies platforms.

Qualifications:

Bachelor s degree in Business Administration, Communications, or a related field.
Proven experience in quality assurance or analysis within a customer service environment.
Strong analytical skills with the ability to interpret data and provide actionable insights.
Excellent attention to detail and a strong understanding of customer service metrics.
Proficient in using data analysis tools and software (e.g., Excel, Tableau).
Familiarity with customer service platforms (e.g., Zendesk, Freshdesk) is a plus.
Experience with international processes, particularly in the U.S., is a plus.
Strong communication and interpersonal skills, with the ability to provide constructive feedback.

Preferred Skills:

Experience with data analysis from the U.S.-based fintech companies or startups.
Knowledge of quality assurance frameworks and methodologies.
Understanding of customer service processes and best practices

Employment Type: Full Time, Permanent

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