Simply Contact

Requirements:
 

• English proficiency: C1 level.
• Experience in quality control and training within a technical support environment, preferably in fintech, banking, or payments.
• Deep understanding of logs, APIs, and troubleshooting tools to support a highly technical team.
• Knowledge of open banking, PSD2 regulations, or financial services is a plus.
• Excellent communication and coaching skills, with the ability to provide constructive feedback and mentor support agents.
• Strong analytical skills to identify trends and improve the quality and efficiency of customer support.
• Experience with quality control tools, ticketing systems (e.g., Zendesk, Jira), and platforms like GSuite is an advantage.
  
  Responsibilities:
   
• Develop and implement quality assurance (QA) processes to assess the efficiency and accuracy of customer interactions.
• Conduct regular audits of tickets, emails, and chat interactions, providing structured feedback to agents and team leads.
• Create and maintain training materials, including documentation, guidelines, and troubleshooting manuals tailored to products and processes.
• Collaborate with support leadership to align training priorities and productivity improvement strategies.
• Conduct onboarding sessions for new agents, ensuring a deep understanding of our products, tools, and workflows.
• Work closely with client teams (product, engineering, and compliance) to keep support teams updated on new features, regulatory changes, and best practices.
• Track and analyze support performance metrics, identifying trends and areas for improving customer interactions.
   

We offer:
 

• Paid training to ensure your professional growth.
• Stable and timely income (fixed salary + bonus based on real KPI achievements).
• Fast career growth opportunities within the project and across other company departments.
• Full-time employment.
• Work schedule: Monday–Friday, 11:00 AM – 7:00 PM.

Main responsibilities:
 

Quality Assurance & Process Optimization

• Develop and standardize QA processes, policies, and KPIs to ensure efficiency and consistency;
• Ensure compliance with customer expectations and adherence to industry best practices;
• Enhance monitoring systems to improve customer experience and operational effectiveness;
• Identify and integrate new tools and methodologies for better quality measurement.

Team Leadership & Development

• Lead, mentor, and develop a high-performing QA team to foster professional growth and development;
• Organize and oversee training programs, coaching sessions, and workshops to improve team skills;
• Collaborate with Operations, Training, and Workforce Management to align QA with business goals;

Analysis & Continuous Improvement

• Analyze QA reports, customer feedback, and operational data to identify trends and areas for improvement;
• Provide actionable insights and recommendations to operations managers, customers, and senior management;
• Diagnose root causes of quality issues and implement effective corrective actions;
• Develop strategies for continuous service improvement.

Requirements:

• Experience: Up to 3 years in Quality Assurance within BPO, customer support, or service industries;
• Proven experience in managing and mentoring QA teams;
• Knowledge of quality frameworks (e.g., Six Sigma, COPC, ISO 9001);
• Ability to interpret data, generate reports, and drive improvements;
• Experience with quality control software, call monitoring tools, CRM and ticketing systems;
• Ability to work cross-functionally and align QA with business goals;
• Advanced level of English.

We offer:

• Competitive salary: rate + monthly bonus;
• Opportunities for development: Participation in trainings, courses, conferences;
• Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.

Key tasks of the position:
 

• Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation;
• Analyze and evaluate software solutions to improve operational efficiency and optimize internal processes;
• Lead and manage the R&D team, ensuring collaboration, efficiency, and the successful delivery of solutions aligned with business goals;
• Collaborate with cross-functional teams, including IT, Operations, and Quality Control, to ensure seamless integration and adoption of new solutions;
• Develop and maintain comprehensive documentation of findings, processes, and project outcomes to support internal decision-making and communication;
• Serve as a key liaison between external vendors and internal stakeholders, ensuring effective knowledge transfer and alignment with business objectives;
• Monitor the implementation of new technologies and analyze outcomes, initiating further refinement or optimization as needed;

• Stay updated on industry developments, offering insights to guide the company’s long-term strategy and innovation efforts.

   

Knowledge and skills required:
 

• 2+ years of experience in roles involving business analysis, project management, or similar functions, preferably in an AI-driven company/project;
• Fluent English (spoken and written);
• Strong analytical and problem-solving skills, with a track record of identifying process improvements and evaluating software solutions;
• Experience managing projects, with an understanding of both technical and business requirements;
• Knowledge of project management frameworks, particularly PMBOK, including key processes, artifacts, and deliverables;
• Understanding of Agile methodologies and their application in project management;
• Excellent communication and interpersonal skills to collaborate effectively with diverse teams and external partners;
• Proficiency in preparing and maintaining structured documentation, including reports, business cases, and user stories;
• Familiarity with process optimization tools and technologies (e.g., BPMN, Lean) is an advantage.

We offer:
 

• Competitive salary: rate + monthly bonus;
• Opportunities for development: Participation in trainings, courses, conferences;
• Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.

Key tasks of the position:
 

• Conduct in-depth research on market trends and technological advancements to support strategic decision-making and identify opportunities for innovation;
• Analyze and evaluate software solutions to improve operational efficiency and optimize internal processes;
• Lead and manage the R&D team, ensuring collaboration, efficiency, and the successful delivery of solutions aligned with business goals;
• Collaborate with cross-functional teams, including IT, Operations, and Quality Control, to ensure seamless integration and adoption of new solutions;
• Develop and maintain comprehensive documentation of findings, processes, and project outcomes to support internal decision-making and communication;
• Serve as a key liaison between external vendors and internal stakeholders, ensuring effective knowledge transfer and alignment with business objectives;
• Monitor the implementation of new technologies and analyze outcomes, initiating further refinement or optimization as needed;

• Stay updated on industry developments, offering insights to guide the company’s long-term strategy and innovation efforts.

   

Knowledge and skills required:
 

• 2+ years of experience in roles involving business analysis, project management, or similar functions, preferably in an AI-driven company/project;
• Fluent English (spoken and written);
• Strong analytical and problem-solving skills, with a track record of identifying process improvements and evaluating software solutions;
• Experience managing projects, with an understanding of both technical and business requirements;
• Knowledge of project management frameworks, particularly PMBOK, including key processes, artifacts, and deliverables;
• Understanding of Agile methodologies and their application in project management;
• Excellent communication and interpersonal skills to collaborate effectively with diverse teams and external partners;
• Proficiency in preparing and maintaining structured documentation, including reports, business cases, and user stories;
• Familiarity with process optimization tools and technologies (e.g., BPMN, Lean) is an advantage.

We offer:
 

• Competitive salary: rate + monthly bonus;
• Opportunities for development: Participation in trainings, courses, conferences;
• Dynamic environment: Working in a young and ambitious team where everyone has the opportunity to influence the company’s development.