What can you expect? If you are a high performer, then you can expect to own a part of the company in the form of ESOPs You can expect the most competitive salaries in the market (in the 90 th percentile) Open Culture to voice out your opinions freely An opportunity to learn from the best in the industry Have an impact on the lives of Billions of People by financially uplifting them Come help us re-imagine our solutions to provide world-class, best of breed solutions to delight our customers and Make a major impact on the FinTech industry. QA - Customer Delight Team Responsibilities: Include call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent performance. As the QA monitors the customer interactions, they use evaluation forms to capture insights from these interactions Performs monitors of customer calls. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff. Lead process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost. Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes. Experience- 1-2 years