Quality Operations Manager
Full Time
Mumbai
Опубліковано 1 year назад
Fintech Farm
We found an amazing bank partner in India to launch a new digital bank.
Key Responsibilities:
● Participate in QA processes, KPIs and reporting set up
● Completing Quality Assessment (QA) activities by focusing on identifying successes and failures in Operations and Support teams’ work. At the beginning we expect OpsManager to act as a Quality Analyst as well
● Periodical refinement of the dialogue evaluation system
● Providing feedback to specialists and identifying errors’ root cause analyses (RCA)
● Participating in Quality refresher sessions and Personal Improvement plans implementation and overview
● Managing QA unit (people & process) to deliver highest quality in Operations and Support
● Prepare & report in Weekly, Monthly and Quarterly business reviews
Qualification Requirements:
● 3+ years experience as QA manager in the service-providing industry, preferably in banking orfintech environment
● Experience in building QA unit from the scratch, including process/KPIs/team preferred
● Ability to multi-task, prioritize, manage time effectively and think outside the box
● Experience in Data analytics, working with big data volumes
● Ability to work under pressure in a fast-paced environment, with a strong focus on customer
satisfaction
● Excellent communication, engagement and people development skills
● Bachelor degree from a reputable University preferred
We consider as a plus:
● previous startup experience
● knowledge of the credit card or consumer finance industry, especially fintech
About us