Quality Improvement Analyst

Department: Customer Experience

Employment Type: Full Time

Location: Remote

Description

About us: 

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

About the role:

As a Quality Improvement Analyst, you will play a critical role in evaluating and enhancing the quality of our customer service interactions.  You will analyze customer feedback, assess agent performance, and identify areas where we can optimize our processes to deliver an exceptional customer experience.  Working collaboratively with the Quality Improvement team and other departments, you'll help us continuously improve and elevate our customer service to new heights.

Key Responsibilities

• Analyze customer interactions (calls, emails, chats) to identify trends, areas for improvement, and best practices.
• Evaluate customer service agent performance through call reviews, adherence to policies, and key performance indicators (KPIs).
• Conduct data analysis to identify root causes of customer issues and recommend solutions.
• Develop and maintain quality improvement reports and dashboards to track progress and measure the impact of initiatives.
• Collaborate with the Quality Improvement team and other departments (e.g., Training, Operations) to develop and implement solutions for identified issues.
• Participate in calibrations to ensure adherence to quality standards.
• Stay up-to-date on industry trends and best practices in customer service quality improvement.
• Assist with the development and maintenance of customer service standards and best practices.

Skills, Knowledge and Expertise

• Minimum 1-2 years of experience in customer service or a related field.
• Strong analytical skills with experience in data analysis tools (e.g., spreadsheets, reporting dashboards).
• Excellent attention to detail and a commitment to accuracy.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• Problem-solving skills and a proactive approach to improvement.
• Experience with customer service software is a plus.

Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Health Insurance

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).
If this sounds exciting to you, we’d love to hear from you!