Quality Assurance Specialist- RCA & Process Improvement

Role Summary

Experience

Experience

Responsibilities

• Quality Monitoring & Evaluation

• Conduct daily/weekly quality assessments across voice, chat, email, and app support.
• Assess agent performance based on accuracy, compliance, tone, completeness, and process adherence, with a strong focus on customer service quality and experience.
• Evaluate end-to-end journeys to identify friction or breakdown points.
• Maintain structured QA scorecards and provide clear, actionable feedback.
• Identify patterns across recurring issues, customer complaints, or process failures.
• Conduct RCA using structured methods (5 Why’s, fishbone/Ishikawa, fault-tree, Pareto analysis).
• Document findings and highlight systematic issues impacting customer experience or efficiency.
• Work with Product, Tech, and Operations to validate root causes and recommend corrective actions.
• Feed RCA outcomes back into operational and product processes, particularly to enhance customer service workflows and experience.
• Recommend enhancements to SOPs, workflows, scripts, training materials, and system logic.
• Support rollout of new processes by validating adoption and measuring impact.
• Monitor effectiveness of corrective actions and track the closure of identified gaps.
• Prepare weekly and monthly QA dashboards and insights reports.
• Track trends in errors, failure points, non-compliance events, and customer-impacting issues.
• Generate performance insights for leadership to support decision-making.
• Build and maintain trackers for quality scores, RCA items, audit findings, and corrective actions.
• Work closely with Customer Support, Product, Tech, Compliance, Training, and Operations teams.
• Participate in calibration sessions to align scoring and quality standards.
• Provide structured feedback to team leads and management to uplift overall service quality and customer experience.
• Support training teams by identifying agent skill gaps and knowledge gaps.
• Ensure QA activities align with organisational and regulatory standards (CBUAE CPR, AML/KYC, conduct guidelines).
• Maintain documentation and evidence for internal and external audits.
• Highlight non-compliance risks early and recommend mitigation actions.

Requirements

• 2–4 years of experience in Quality Assurance within fintech, digital banking, payments, lending, or BPO environments.
• Strong hands-on experience in RCA, QA scoring, and call/email/chat evaluations.
• Knowledge of FinTech products (wallets, payments, lending, onboarding, KYC) is an added advantage.
• Strong data analysis skills; ability to work with Excel, dashboards, and QA reporting tools.
• Experience working with CRMs and support systems (Freshdesk, Zendesk, Salesforce, Dynamics).
• Understanding of regulatory expectations related to fair treatment of customers.
• Excellent communication skills, both verbal and written.

Key Competencies

• High attention to detail
• Analytical thinking & structured approach
• Strong documentation skills
• Customer-first mindset
• Ability to identify trends and patterns
• Stakeholder collaboration
• Problem-solving & continuous improvement mindset
• Ability to work independently and manage multiple priorities

Preferred Attributes

• FinTech, payments, or lending experience
• Understanding of customer journeys and support processes
• Self-driven, proactive, and operationally strong
• Strong sense of ownership and accountability
• Ability to challenge existing processes constructively