Quality Control Manager

As a Quality Control Manager, you will be responsible for monitoring, evaluating, and ensuring the quality and efficiency of the support ticket system in a fast-paced fintech environment. Your role will involve assessing the performance of customer support team members, analyzing ticket resolution processes, and identifying areas for improvement.

You will work closely with the support team and management to implement strategies that enhance partner satisfaction and streamline operations.

Key Responsibilities:

1.Monitor Support Tickets:

Review and assess the quality of responses and resolutions provided by support team members.

Evaluate the accuracy, completeness, and relevance of information provided in ticket resolutions.

2. Quality Assurance:

Develop and maintain quality assurance guidelines and checklists for evaluating support tickets.

Conduct regular checks of support tickets to identify trends, gaps, and areas for improvement.

Provide feedback and training to support the team based on quality assessment findings.

3. Reporting and Analysis:

Generate and analyze reports on ticket quality metrics, including response time, resolution time, customer satisfaction scores and escalation cases.

Identify patterns and trends in ticket handling and provide actionable insights to management.

4. Process Improvement:

Collaborate with support teams to refine ticket resolution processes and workflows.

Recommend and implement process improvements to enhance efficiency and customer experience.

5. Collaboration:

Work closely with cross-functional teams, including support, product management, and tech to address issues identified through quality control.

Qualifications:

• Education: Bachelors degree in Business Administration, Finance, Information Technology, or a related field.
• Experience: 7-10 years of experience in quality assurance, quality control, or a related role within a fintech or financial services environment.
• Technical Skills: Proficiency in using ticketing systems or CRM tools.
• Analytical Skills: Strong analytical and problem-solving abilities, with a keen eye for detail.
• Communication Skills: Excellent verbal and written communication skills, with the ability to provide constructive feedback.
• Certifications: Quality Assurance certifications (e.g., Six Sigma, QA Analyst) are a plus