Quality Officer

About Us:

ACE Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. ACE Money Transfer is an online remittance services provider from UK, Europe, Canada, & Australia. ACE Money Transfer is a part of ACE Group of companies, which has a diversified portfolio including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.

Job Title: Quality Officer

Position Summary:

The Quality Officer at ACE Money Transfer plays an essential role in maintaining and enhancing service quality across all customer touchpoints. This role supports the company’s commitment to delivering exceptional customer experiences by evaluating communication channels, analysing feedback, and ensuring adherence to service standards. The Quality Officer contributes to continuous improvement by providing actionable insights and supporting quality-driven initiatives across departments.

Key Responsibilities:

• Monitoring & Evaluation:

Regularly assess service interactions across calls, chats, tickets, IVR, and social media channels to ensure consistency with company standards.

• Customer Feedback Analysis:

Analyse customer feedback from platforms like Trustpilot, IVR ratings, and social media to identify trends, service gaps, and opportunities for improvement.

• Mystery Shopping:

Conduct periodic mystery shopping exercises to evaluate front-line service delivery and ensure policy compliance.

• Reporting & Documentation:

Compile and present quality assurance reports highlighting key findings, recurring issues, and suggestions for service enhancement.

• Training & Development Support:

Collaborate with training teams by providing real-life scenarios, case studies, and quizzes based on quality findings to enhance staff performance.

• Process Improvement:

Identify process inefficiencies based on QA evaluations and suggest modifications to improve overall customer experience.

• Quality Standards Maintenance:

Ensure that all customer interactions meet established service quality guidelines and compliance standards.

• Performance Tracking:

Utilize QA tools and portals to monitor and track individual and team performance against predefined KPIs.

• Customer Advocacy:

Monitor evolving customer expectations and work closely with relevant teams to align services accordingly.

• Administrative Tasks:

Perform other quality-related duties and tasks assigned by the management as required.

Requirements:

Education:

• Bachelor’s degree in Business Administration, Quality Management, or a related field.

Certifications (Preferred):

• Quality Assurance or Customer Experience-related certifications are a plus.

Experience:

• 2–3 years of experience in a quality assurance or customer experience role within a call centre or financial services environment.

Skills:

• Strong communication (written & verbal) and interpersonal skills.
• Solid analytical skills with the ability to interpret customer feedback trends.
• Proficient in English and skilled in Microsoft Office Suite and CRM/QA platforms.

Attributes:

• Detail-oriented, proactive, and adaptable.
• Capable of working independently and as part of a team.
• Committed to maintaining high standards of customer service and compliance.

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile

Job Type: Full-time

Work Location: In person