Role Summary

We are looking for a Quality Assurance (QA) Specialist with strong analytical skills, a process-driven mindset, and the ability to conduct meaningful Root Cause Analysis (RCA). The ideal candidate will evaluate customer interactions, process adherence, product behaviour, and operational performance to identify gaps and drive improvements. Experience in FinTech, digital payments, or lending is an added advantage. The role requires someone who is detail-oriented, hands-on, and able to convert insights into actionable business recommendations.
Responsibilities

1. 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.

- Evaluate end-to-end journeys to identify friction or breakdown points.

- Maintain structured QA scorecards and provide clear, actionable feedback.

2. Root Cause Analysis (RCA)

- 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.

3. Process Improvement & Feedback Loop

- Feed RCA outcomes back into operational and product processes.

- 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.

4. Business Reporting & Insights

- 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.

5. Cross-Functional Collaboration

- 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.

- Support training teams by identifying agent skill gaps and knowledge gaps.

6. Compliance & Audit Support

- 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