Quality Assurance Executive

About the role

The Quality Assurance Executive will ensure high service quality across ACE Money Transfer's operations. This role focuses on monitoring, analysing, and improving customer interactions, services, and internal processes with a strong customer‑centric mindset.

Key responsibilities

• Develop and implement sampling procedures for recording and reporting quality data.
• Conduct call and chat monitoring, provide trend data, and report observations to senior management.
• Perform mystery shopping activities to evaluate practice alignment with standards.
• Create case studies and quizzes to support training initiatives.
• Review call and chat trends, identify irregularities, and communicate findings.
• Ensure staff adhere to quality standards in voice/text communication and product knowledge.
• Participate in developing monitoring formats and quality standards.
• Utilise the QA Portal to compile, track, and analyse performance metrics.
• Monitor tickets and emails, evaluate responses, and assess systematic work operations.
• Identify customer needs proactively and offer recommendations for improvement.
• Prepare and share quality reports with relevant authorities.

Required profile

• Bachelor’s degree (minimum).
• At least 1 year of experience in the call centre industry.
• Experience in quality assurance or a similar role is highly preferred.
• Any professional development certifications are an advantage.
• Excellent written and verbal communication in English.
• Strong analytical and problem‑solving abilities.

Required skills

• Proficiency with CRM systems and reporting tools.
• Strong command of Microsoft Outlook, Word, and Excel.
• Experience using Google Forms.
• Ability to work independently and collaboratively.
• Attention to detail and dedication to maintaining quality standards.
• Familiarity with QA Portal for performance tracking.