Sr. Quality Evaluator

About the role

We are hiring for one of the fastest-growing FinTech platforms in the United States. The organization offers a wide range of digital financial services through a mobile-first platform, enabling customers to send and receive money, make payments, invest, and access lending solutions. The role requires a strong focus on quality assurance, customer experience enhancement, process compliance, and performance improvement.

What you'll do

• Conduct quality audits for customer interactions across voice and chat channels
• Evaluate performance on product knowledge, process adherence, communication skills, and customer handling
• Deliver structured and actionable feedback to improve agent performance and quality scores
• Analyze quality trends and identify opportunities for process improvement
• Prepare and publish quality reports, dashboards, and presentations for stakeholders

What you need

• 3–6 years in customer support & success
• Customer service
• Learning and development
• Root cause analysis
• PowerPoint
• Internal controls
• MIS reporting
• Any graduate