Quality Assurance Executive

About Us:

We are a dynamic and fast-growing financial technology group headquartered in Manchester, United Kingdom, with an established presence across the UK, Europe, Canada, Australia, Pakistan, and Bangladesh. Our group, encompassing ACE Money Transfer and ACE Union, operates across two regulated verticals: Electronic Money Services (EMI) and Cross-Border Remittances.

Through our digital platforms, including mobile apps, web portals, and APIs, we deliver a comprehensive range of regulated financial services. These include digital payments, e-wallets, electronic money issuance, prepaid cards, mobile top-ups, bill payments, and international money transfers, designed to serve both individual and business customers in over 100 countries. By leveraging cutting-edge technologies such as AI for fraud detection, automation for seamless transactions, and partnerships with global leaders like Mastercard, we provide secure, user-friendly, and accessible financial solutions that adapt to the evolving needs of a global customer base.

As we scale our EMI and remittance operations amid 2025's fintech landscape—marked by real-time payments, embedded finance, blockchain integration, and sustainability initiatives—we are building a leadership team to drive innovation, regulatory compliance, and excellence across our dual-regulated ecosystem.

Position Summary:

The Quality Assurance Executive is responsible for evaluating and monitoring customer interactions across all channels (calls, chats, and emails) to ensure compliance with internal quality standards, regulatory requirements, and customer experience benchmarks. This role supports continuous service improvement by generating actionable insights, tracking key quality metrics, and contributing to the development of a customer centric support environment.

Duties & Responsibilities:

• Conduct audits of customer interactions to assess compliance, service quality, and communication standards.
• Assist the QA Lead in compiling weekly and monthly audit reports.
• Monitor agent performance trends and contribute to root cause analysis for CSAT, AHT, FCR, and NPS.
• Segment audits by line of business and interaction type to enable targeted analysis.
• Identify and flag repeated issues, gaps in training, and compliance risks.
• Collaborate with the CS for follow-up actions.
• Participate in calibration sessions to maintain consistent scoring standards.
• Maintain accurate documentation of audit findings and contribute to process enhancements.

Knowledge & Experience:

Bachelor's Degree [Minimum Required]

• Minimum 02 Years Experience in a Quality Assurance of Customer Support or Auditing Role.
• Experience in Fintech or regulated service environment is a plus.
• Familarity with Quality Assurance Tools, Audit Tracking System, and customer services platforms (e.g Intellicon, Zendesk, Jira etc.)
• Dependable and organized
• Strong communication and feedback skills
• Professional conduct with a customer-first mindset
• Collaborative and open to learning
• Maintains confidentiality and fairness in evaluations

Job Type: Full-time

Work Location: In person