About SnappPay:

SnappPay is the first and leading BNPL provider in Iran, and it started in 2020. We are leveraging Financial Technologies to reshape Iranian’s consumer credit experience.
Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranians by providing them with better, smarter, and more efficient solutions for payment and shopping.

Responsibilities:

• Develop and implement training programs to create and roll out comprehensive training programs for operation and call center agents, significantly improving agent performance metrics.
• Supervise the QA Team to guide and mentor the QA team, fostering a collaborative environment that encourages continuous learning and improvement in quality assurance practices.
• Enhance Quality Control Metrics to increase adherence to quality control standards for customer service interactions and operational processes through regular QA evaluations and feedback.
• Regularly monitor and evaluate the performance of the QA team, providing constructive feedback and support to help team members achieve their full potential.
• Work closely with other departments to align QA goals with overall company objectives, ensuring a seamless integration of quality assurance processes within the organization.

Requirements:

• Great teamwork skills to collaborate effectively with team members and other departments to achieve common goals.
• Strong analytical skills such as assessing data and performance metrics to identify areas for improvement and develop effective strategies.
• Clearly and effectively convey expectations, feedback, and best practices to team members and other stakeholders.
• Continuously seek opportunities to streamline and enhance QA processes for better efficiency and effectiveness.
• Excellent problem-solving skills to Identify issues and develop practical solutions to enhance service quality and operational efficiency.
• A deep understanding of call center operations, workflows, and key performance metrics to effectively monitor and improve service quality.
• Familiar with performance monitoring to track and evaluate call center performance metrics to ensure alignment with quality assurance goals and company objectives.