Airwallex is hiring a
Associate Quality Assurance Operations

Summary

Join us at Airwallex, a unified payments and financial platform for global businesses, where you'll have the opportunity to do the most ambitious work of your career. As a Quality Assurance Specialist, you will be responsible for performing quality assurance checks on tickets handled by our global customer support teams, delivering high-quality assessment results, and collaborating with stakeholders to enhance operation quality.

Requirements

• Minimum of 3-5 years of experience in customer support or a related field, with an in-depth understanding of customer support principles and practices
• Proven experience in a Quality Control or Quality Assurance role is highly desirable
• Excellent oral and written communication skills in English, with the ability to present complex information clearly and concisely to various stakeholders
• Ability to quickly learn new product knowledge and procedures, adapting to changing priorities in a fast-paced, dynamic environment
• Proficiency with ticketing systems, call center software, and other business tools
• Strong analytical and problem-solving skills, capable of identifying root causes and proposing practical solutions
• Strong interpersonal skills to build positive working relationships with team members and other departments
• Commitment to ensuring exceptional customer experiences, with confidence in interrogating data/processes and interviewing stakeholders
• Self-motivated and result-driven, with a strong sense of responsibility and accountability for own tasks, consistently delivering high-quality work on time

Responsibilities

• Perform diligent quality assurance checks on tickets handled by our global customer support teams to ensure adherence to company standards and customer satisfaction
• Deliver high-quality assessment results regarding the identification of operation errors, procedure loopholes, and system limitations
• Meet the productivity requirements of daily and monthly QA evaluations
• Provide actionable and practical solutions to address the QA findings, and closely track the remediation progress
• Collaborate with global stakeholders to enhance operation quality, procedures, and systems, driving initiatives to streamline processes and improve efficiency
• Proactively support other global projects and initiatives that are related to quality assurance and embed into daily operational process
• Provide training/coaching to customer support analysts to elevate overall quality standards