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 :

What We Offer :

Opportunities for career growth and professional development in the Fintech industry.

Collaborative and dynamic work environment.