Taptap Send

Quality Assurance (QA) Analyst - BPO Partner Management

Casablanca

CDI / Temps pleinSur site1–3 ansAnglaisQualité / HSECentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

Quality Assurance Analyst role at Taptap Send, a leading cross-border fintech company. Responsible for evaluating customer support interactions across multiple channels, managing BPO partner relationships, and driving quality improvements. Key focus on achieving QA targets of 4.5 globally, ensuring 90% agent pass rates, coordinating coaching and calibration sessions, and providing actionable performance insights. Requires strong organisational skills, critical analysis, customer support KPI expertise, and excellent stakeholder management.

Vos missions

  • Review and assess customer support interactions across email, voice, and chat channels against QA standards and KPIs
  • Act as primary point of contact for QA matters with BPO partners and ensure consistent quality standards application
  • Coordinate and deliver agent coaching sessions based on QA findings and identify performance improvement patterns
  • Organise and facilitate QA calibration sessions to ensure scoring consistency across BPO sites and internal teams
  • Prepare regular QA reports with trends, risks, and recommendations for continuous improvement initiatives
  • Ensure all sites achieve QA targets of 4.5 globally with 90% of agents passing assessments weekly

Profil recherché

  • You have experience in quality assurance, customer support, or BPO operations management
  • You excel at stakeholder management and cross-functional collaboration with external partners
  • You are detail-oriented with strong analytical skills and ability to identify performance trends
  • You are passionate about continuous improvement and developing high-performing teams
  • You speak multiple languages and are comfortable working in global, diverse environments

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About the Role

The Quality Assurance (QA) Analyst evaluates AI and human interactions across email, call, and chat channels to ensure consistent quality, compliance, and customer experience standards. This role is critical for managing QA processes and relationships with Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights.

Main Responsibilities

  • Review and assess customer support interactions across email, voice, and chat channels against defined QA standards and KPIs
  • Act as primary point of contact for QA-related matters with BPO partners and ensure consistent application of quality standards across sites
  • Coordinate and deliver agent coaching sessions based on QA findings, identifying patterns in mishandlings and product knowledge gaps
  • Organise and facilitate regular QA calibration sessions between BPO sites and internal team leaders to ensure scoring consistency
  • Prepare regular QA reports and insights for stakeholders, including trends, risks, and recommendations for continuous improvement
  • Ensure all sites reach QA targets of 4.5 globally and per channel, with 90% of agents passing QA assessments

Key Performance Goals

  • Ensure all sites achieve required assessment targets per agent and per channel on a weekly basis
  • Ensure accurate data presentation during Weekly Business Reviews and drive site performance improvements
  • Monitor post-coaching performance to assess effectiveness and support targeted development plans for underperforming agents

Required Skills

  • Strong organisational skills and attention to detail
  • Critical analysis and strong judgment in quality assessments
  • Strong understanding of customer support KPIs and quality frameworks
  • Excellent communication and stakeholder management skills with ability to deliver constructive feedback
  • Proactive problem-solver with continuous improvement focus and collaborative approach
  • Demonstrated strong QA results and sense of ownership

About Taptap Send

Taptap Send is building the world's leading cross-border fintech for emerging markets, empowering families and fueling local economies. Founded by Harvard graduates and backed by top investors including Spark Capital and Canaan, the company operates across 6 out of 7 continents with a truly global team of 250+ people spanning 50+ nationalities.

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