Taptap Send

3 months ago

Customer Service Quality Assurance (QA) Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Evaluate AI and human customer interactions across email, call, and chat to uphold quality, compliance, and customer experience standards. Own QA targets per channel, ensure agents meet passing thresholds, and act as point of contact for a dedicated BPO site. Provide actionable feedback, identify trends and root causes, and support continuous improvement through coaching, regular calibration sessions, and stakeholder reporting.

Location: Casablanca

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Key Responsibilities

•Evaluate AI and human customer support interactions across email, voice, and chat against QA standards and KPIs.
•Ensure sites reach QA targets and agents achieve the QA passing threshold, including weekly assessment goals.
•Serve as a primary point of contact for QA-related matters with BPO partners and ensure consistent quality standards.
•Provide objective, detailed, and actionable feedback to agents and team leaders; identify recurring issues and root causes.
•Coordinate coaching and calibration sessions, document outcomes, and prepare regular QA reports and insights for stakeholders.

Key Requirements

•Strong organisational skills and attention to detail.
•Critical analysis skills.
•Strong understanding of customer support KPIs and quality frameworks.
•Ability to deliver constructive feedback in a professional and supportive manner.
•Strong sense of ownership with excellent communication and stakeholder management skills.

Skills:Organizational skillsAttention to detailCritical analysisCommunicationStakeholder management

Company Brief

Taptap Send

Taptap Send is a digital remittance platform that enables fast, low-cost international money transfers to underserved corridors using mobile wallets and bank payouts, focused on improving financial access for migrants and their families.

Industry: Payments

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: London, United Kingdom

Founded: 2018

Website LinkedIn

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Taptap Send

3 months ago

Customer Service Quality Assurance (QA) Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Location: Casablanca

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Key Responsibilities

•Evaluate AI and human customer support interactions across email, voice, and chat against QA standards and KPIs.
•Ensure sites reach QA targets and agents achieve the QA passing threshold, including weekly assessment goals.
•Serve as a primary point of contact for QA-related matters with BPO partners and ensure consistent quality standards.
•Provide objective, detailed, and actionable feedback to agents and team leaders; identify recurring issues and root causes.
•Coordinate coaching and calibration sessions, document outcomes, and prepare regular QA reports and insights for stakeholders.

Key Requirements

•Strong organisational skills and attention to detail.
•Critical analysis skills.
•Strong understanding of customer support KPIs and quality frameworks.
•Ability to deliver constructive feedback in a professional and supportive manner.
•Strong sense of ownership with excellent communication and stakeholder management skills.

Skills:Organizational skillsAttention to detailCritical analysisCommunicationStakeholder management

Company Brief

Taptap Send

Industry: Payments

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: London, United Kingdom

Founded: 2018

Website LinkedIn