Escalations Quality Analyst - SeaMoney Credit

What you'll do

• Monitor and prioritize escalated customer complaints, product defects, or service issues.
• Analyze patterns in escalated issues to detect recurring problems or areas for improvement.
• Provide feedback to development or product teams regarding quality issues or improvements needed based on escalated cases.
• Audit cases for high-impact customer issues and conduct RCA for complaints.
• Facilitate QA calibrations and QA coachings.
• Assist in creating and refining internal escalation procedures, ensuring clarity and efficiency
• Regular submission of weekly and end-of-month reporting, and incident report documentation.
• Ensure that all escalations are appropriately managed to minimize any long-term damage.
• Perform adhoc tasks.

Requirements

• Proactive and detail-focused individual with proven problem-solving, process improvement, and multitasking skills.
• A strong team player who works well with minimal supervision.
• A strong QA and market research background is a plus.