Quality Analyst Customer Support | Fintech (Portuguese)

WeWow’s continued objective is to deliver the most impactful Customer Experience through our highly educated and weWow is a dynamic and forward-thinking startup company dedicated to providing exceptional customer service through human talent and cutting edge technology.

about the brand. 

A financial tech brand pioneering in online money transfers. The aim of this brand is to make international money transfers cheap, fair and simple. They have partnered with banks and companies such as Monzo, Bolt and GoCardless, to offer their customers better international banking. Today, their multi-currency account helps millions of people and companies manage their money worldwide.

About the role.

The purpose of this role is to maintain a high and consistent level of quality across agents, specialists, vendors and product, based on agreed processes, frequency and methodology. The role requires being responsible for checking and improving Customer Support operations quality and efficiency through reviews, feedback and improvements of the processes. Your mission is to execute the quality assurance strategy and framework. By analyzing quality results, you will support the team to improve quality of service, efficiency, effectiveness and knowledge. As a Quality Specialist, you will not only promote quality but you will also be cooperating with internal Customer Support & outsourcing teams, as well as the various support functions such as Training, KM, CI and more.

Responsibilities. 

• Conduct regular quality checks on Customer Support agents, vendors and products, to assure work quality

• Accompany quality assessments with meaningful and constructive feedback, while helping agents, vendors and product to improve their quality performance with specific instructions

• Maintain comprehensive knowledge of Customer Support processes and procedures

• Follow and adhere internal and external SLAs and KPIs, individually and within the team level

• Help the team accomplish its objectives by bringing a systematic, disciplined approach to evaluation and improvements of Customer Support teams, vendors and product

• Engage to continuous knowledge development regarding sector’s rules, regulations, best practices, tools, techniques and performance standards

• Report Customer Support team’s, Vendors’ and product performance to relevant stakeholders

• Act as an objective source of independent advice to ensure quality, legality and goal achievement in Customer Support processes, vendors and product

Qualifications.

• Minimum of 1-2 years of experience in Customer Service and/or Quality Support 

• You are a great communicator with impeccable verbal and written English skill (Portuguese speaking skills are a huge plus)

• You are used to working internationally, cross-team, and/or cross-geo

• You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization

• You are analytical and comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions

• You are keen on solving problems, making decisions and providing recommendations to your leads, colleagues and other stakeholders of your job through data analytics

• You are able to detect and solve problematic cases and/or processes, and escalate them as needed

• You are punctual, well organized and able to divide their time between specific activities in order to get things done

• You are autonomous, able to work independently and take decisions in main problem solving cases

• You are reliable, adaptable and display commitment to the team’s goals

• You are tech savvy and have a good command of Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel) and Confluence

• You are customer-focused and always have the customer’s best interest in mind

  
  

wow experience.

• The career adventure of your lifetime in sunny Valencia, Spain

• The chance to work within a scale-up environment and high performance culture

• Collaborate with the most well-known and fastest growing brands in Europe

• Be part of an incredible, international community of like-minded and motivated professionals

• The opportunity to grow and develop yourself both personally and professionally through the weWowcademy™

• Relocation and administrational support when moving to Spain

• Delicious and healthy breakfast and lunch being served

• A full benefit program which includes Spanish classes, boot camps, mindfulness, the coolest team building activities and more!