other
Posted Apr 8Quality Assurance (QA) Analyst
at TapSend
Casablanca, MoroccoOn-site
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Requirements
- EXPERIENCE - Strong organisational skills and attention to detail - Critical analysis - Strong understanding of customer support KPIs and quality frameworks - Demonstrates strong QA results - Strong sense of ownership with excellent communication and stakeholder management skills - Ability to deliver constructive feedback in a professional and supportive manner - Additional languages are welcome and a + KEY COMPETENCIES - Strong judgment and consistency in quality assessments - Collaborative approach to
Benefits
- The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features.
Additional details
- ABOUT US We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fueling local economies, and changing how millions access financial services.
- Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors.
- We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached.
- We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation.
- Here’s a little more: - Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world) - Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more - Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission - Truly global team - 250+ people, 50+ nationalities, 50+
- This role plays a critical part in managing quality assurance processes and relationships with our Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights.
- The QA Analyst will work closely with internal team leaders and BPO site management to align expectations, identify gaps, and support agent development through structured feedback, coaching sessions, and cross-site calibrations.
- GOAL OWNERSHIP - Ensure all sites reach our QA target of 4.5, globally and per channel - Ensure 90% of agents pass QA (>4.5) - Assume a role of Point of Contact for a dedicated site - Ensure all sites achieve the required targets of assessments per agent and per channel, on a weekly basis - Assume the POC role by ensuring the data presented during Weekly business Reviews is accurate and reflect your own analysis and ensure the right push are sent to the sites - Follow-up on actions to ensure sites deliver
- experience and operational performance BPO RELATIONSHIP & QA MANAGEMENT - Act as a primary point of contact for QA-related matters with BPO partners - Ensure consistent application of quality standards across internal teams and BPO sites - Support alignment between BPO sites and internal expectations, processes, and performance goals - Act as the main leading force to ensure QA performance meets targets during WBRs COACHING & AGENT DEVELOPMENT - Coordinate and, where appropriate, deliver agent coaching
- All employment decisions are decided on the basis of qualifications, experience and business need.