Quality Assurance Officer/executive

About Us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.

Job Title: Quality Assurance Officer/executive

Position Summary:

The Quality Assurance Officer/executive at ACE Money Transfer is essential for maintaining high service quality standards across our operations. This role involves monitoring, analysing, and improving customer interactions, services, and internal processes, all while maintaining a strong customer-centric focus.

Job Responsibilities:

• Sampling Procedures: Develop and implement sampling procedures for recording and reporting quality data, both internal and external.
   
• Monitoring and Reporting: Conduct call and chat monitoring, provide trend data, and report observations to the Team Lead, Deputy Manager, or Manager.
   
• Mystery Shopping: Perform mystery shopping activities to evaluate whether our practices and standards align with expectations.
   
• Training Materials: Create and disseminate case studies and quizzes to support training initiatives for customer-centric teams.
   
• Trend Analysis: Review call and chat, complaints, emails, and tickets trends, identify irregularities, and communicate findings.
   
• Quality Assurance: Ensure that staff adhere to quality standards in voice/digital communication and product knowledge.
   
• Standards Development: Participate in the development of call/digital monitoring formats and quality standards and propose improvements.
   
• Performance Tracking: Utilize the QA Portal to compile, track, and analyze team and individual performance metrics.
   
• Ticket/Digital/Complaints Monitoring: Monitor tickets, complaints and emails, evaluate responses, and assess work operations.
   
• Customer Needs: Proactively identify and address customer needs and expectations.
   
• Recommendations: Offer recommendations to improve work practices based on observations and analyses.
   
• Reporting: Prepare and share quality reports with relevant authorities.
   
• Goal Achievement: Meet and exceed daily, monthly, and annual performance goals.
   
• Other Duties: Perform additional tasks as assigned by management

Requirements:

Education: Minimum requirement of a bachelor’s degree.

Certifications:  Professional development certifications will be considered a plus.

Relevant Experience:

• A minimum of 1 year of experience in the call centre industry is required.
• Experience in quality assurance or a similar role is highly preferred.

Skills:

• Excellent communication skills, both written and verbal.
• Strong analytical and problem-solving abilities.
• Must be fluent in the English language.

Attributes:

Proficiency in CRM systems/applications and reporting tools.
Strong command of Microsoft Office (Outlook, Word, Excel) and Google Forms.
Ability to work both independently and collaboratively within team(s).
Close attention to detail and dedication to maintaining quality standards.

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile