Customer Service Quality Assurance (QA) Analyst

ABOUT US We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fueling local economies, and changing how millions access financial services. Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features. We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation. Here’s a little more: - Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world) - Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more - Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission - Truly global team - 250+ people, 50+ nationalities, 50+ languages - Guided by our values - ownership, impact, humility, and heart - in deed, not just word ROLE The Quality Assurance (QA) Analyst is responsible for evaluating AI & human interactions across email, call, and chat channels to ensure consistent quality, compliance, and customer experience standards. This role plays a critical part in managing quality assurance processes and relationships with our Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights. The QA Analyst will work closely with internal team leaders and BPO site management to align expectations, identify gaps, and support agent development through structured feedback, coaching sessions, and cross-site calibrations. GOAL OWNERSHIP - Ensure all sites reach our QA target of 4.5, globally and per channel - Ensure 90% of agents pass QA (>4.5) - Assume a role of Point of Contact for a dedicated site - Ensure all sites achieve the required targets of assessments per agent and per channel, on a weekly basis - Assume the POC role by ensuring the data presented during Weekly business Reviews is accurate and reflect your own analysis and ensure the right push are sent to the sites - Follow-up on actions to ensure sites deliver progress and all agents pass QA target QUALITY MONITORING & EVALUATION - Review and assess customer support interactions across email, voice, and chat channels against defined QA standards and KPIs - Provide objective, detailed, and actionable feedback to agents and team leaders - Identify recurring issues, trends, and root causes affecting customer experience and operational performance BPO RELATIONSHIP & QA MANAGEMENT - Act as a primary point of contact for QA-related matters with BPO partners - Ensure consistent application of quality standards across internal teams and BPO sites - Support alignment between BPO sites and internal expectations, processes, and performance goals - Act as the main leading force to ensure QA performance meets targets during WBRs COACHING & AGENT DEVELOPMENT - Coordinate and, where appropriate, deliver agent coaching sessions based on QA findings - Ensure sites provide adjusted coaching and liaise with our Trainer - Identify patterns in mishandlings/product knowledge gaps and ensure quiz/refreshers are prepared to improve global performance - Partner with team leaders to support targeted development plans for underperforming agents - Monitor post-coaching performance to assess effectiveness and improve