Senior Quality Assurance (For Customer support and Collection)

Senior Quality Assurance (For Customer support and Collection)

NIRA is building the leading financial brand for Middle India, a market of 200 million people underserved by traditional banks. With customers in 5,000+ cities & with growth engine on, we process 15,000 new loan applications daily, growing 12-15% MoM. NIRA is solving a massive problem with technology-first lending, offering instant credit via our mobile app.

We are seeking a detail-oriented and proactive individual to join our team as a Multi-Tasking Executive. This role requires balancing responsibilities across collection,customer support and loan disbursal operations, ensuring a smooth customer experience and accuracy. The ideal candidate should be organized, communicative, and comfortable working in a fast-paced environment.

Key Responsibilities:-

Key Responsibilities:- Quality Audits: Conduct regular audits of customer interactions (Chats, Emails & Collection Calls) to ensure adherence to company policies, regulatory standards and quality metrics.

- Performance Evaluation: Assess customer support agent performance, identify areas for improvement and provide constructive feedback.

- Process Improvement: Develop and implement quality improvement initiatives to enhance customer satisfaction and operational efficiency.

- Training and Coaching: Create training materials and provide coaching to customer support agents to improve their skills and performance.

- Data Analysis: Analyze customer interaction data to identify trends, issues and areas for improvement.

- Identify Root Causes: Conduct thorough analysis to identify the underlying root causes of problems, defects, or incidents.

- Collaborate with Teams: Work with cross-functional teams to gather information, analyze data, and implement solutions.Required Skills and Qualifications:- Experience: 2-3 years of experience in quality assurance or a related role, preferably in the Fintech industry.

Key Skills:

- Analytical and Problem-Solving Skills: Ability to analyze data, identify trends and solve complex problems.

- Communication Skills: Excellent written and verbal communication skills for providing feedback and collaborating with cross-functional teams.

- Attention to Detail: Keen eye for detail to identify minor issues that could lead to significant problems.

- Time Management: Ability to handle multiple tasks and manage time efficiently.

- Knowledge of Fintech industry regulations and standards.- Immediate joiner.

- Education: Any degree in a relevant field.

What We Offer:

Collaborative and dynamic work environment.