Quality Assurance Specialist

Summary

Join Tala, a company dedicated to empowering the Global Majority financially, as a Quality Assurance Specialist. You will play a crucial role in ensuring high-quality service delivery across operations by evaluating customer interactions, identifying areas for improvement, and ensuring compliance with internal and regulatory standards. This role involves analyzing data, providing feedback and coaching, and collaborating with internal stakeholders to drive customer satisfaction and operational excellence. The ideal candidate will have experience in Quality Assurance, data analysis, and customer service operations, along with strong analytical skills, attention to detail, and effective communication abilities.

Requirements

• Minimum 2 years of experience in Quality Assurance, customer service, or operations
• Strong analytical skills with experience in data interpretation and reporting
• Ability to provide constructive feedback and coaching based on QA evaluations
• Experience working in a contact center environment
• Familiarity with customer service metrics, compliance standards, and regulatory guidelines
• Excellent verbal and written communication skills
• Proficient in Google Suite and Microsoft Office
• Ability to work independently while collaborating with cross-functional teams
• Strong attention to detail and ability to manage multiple priorities

Responsibilities

• Conduct quality assurance evaluations of customer interactions across multiple channels, such as recoveries, customer care, and KYC
• Identify process gaps and areas for improvement through data-driven analysis
• Monitor compliance with internal policies and regulatory guidelines
• Provide detailed feedback and coaching recommendations to enhance team performance
• Support calibration sessions with internal and external Quality Assurance teams
• Analyze trends in customer feedback and operational performance to recommend improvements
• Maintain and update QA data, reports, and documentation
• Collaborate with Training and Operations teams to develop targeted learning initiatives
• Assist in implementing Quality Assurance frameworks and best practices
• Participate in process audits to ensure adherence to compliance and quality standards
• Take the initiative to find recurring quality issues and suggest improvements to the workflow within the scope

Preferred Qualifications

Experience with QA tools and reporting systems preferred