Senior Associate, Quality Assurance

Summary

Join Branch International as a Quality Assurance Senior Associate and contribute to delivering world-class financial services. Reporting to the Quality Assurance Team Lead, you will collaborate with Customer Success teams and cross-functional stakeholders to ensure adherence to targets and SLAs related to customer experience. This role involves analyzing customer interactions, resolving issues, providing improvement recommendations, leading feedback sessions, facilitating calibration sessions, identifying training needs, preparing reports, and conducting investigations to support strategic decision-making. You will work in a mission-driven, fast-paced environment with a collaborative culture. Branch offers competitive salary and equity, comprehensive benefits, and opportunities for professional development.

Requirements

• A higher education qualification in Business Management, Customer Service, Client Service, or a related field
• 2–3 years of professional experience in a Quality Assurance role
• In-depth understanding of Quality Management principles and key support metrics such as Customer Satisfaction (CSAT) and First Contact Resolution (FCR)
• Proficiency in Microsoft Office Suite and Google Workspace tools
• Strong analytical and reporting capabilities with a keen attention to detail
• Excellent verbal and written communication skills, with the ability to convey insights and recommendations effectively

Responsibilities

• Conducts comprehensive analysis and audits of calls, emails, chats, social media interactions, loan applications, and customer surveys using quality monitoring tools
• Tracks investigates, and resolves customer issues by coordinating with relevant teams, ensuring timely ticketing and follow-ups
• Performs post-communication satisfaction survey analysis to identify areas for improvement in the customer experience
• Provides actionable process and product improvement recommendations based on customer interaction insights and evaluations
• Leads feedback sessions to address and resolve quality issues effectively and promptly
• Facilitates calibration sessions with stakeholder teams to align quality standards and expectations
• Identifies training needs related to products and processes, develops training materials, and conducts training sessions to uphold quality standards
• Prepares and distributes weekly quality reports and coordinates QA sync meetings to ensure consistent quality oversight
• Conducts investigations to gather customer intelligence and support strategic decision-making

Benefits

• Work in a mission-driven, fast-paced and entrepreneurial environment
• Competitive salary and equity package
• A collaborative and flat company culture
• Where we work: Hybrid - we are remote first, with occasional in-office requirements
• Fully paid life and health insurance benefit with Axa Mansard (Platinum plan)
• 28 days of annual leave, 30 days of sick leave and 7 days of bereavement leave
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
• Annual professional development budget
• Pension benefit
• Monthly WFH stipend alongside a one-time home office set-up budget
• Team meals and social events (Hybrid for now)
• Flexible working hours
• Opportunity to work and interact with a global team