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:

• Train teams and individuals effectively on quality procedures, ensuring compliance with best practices across the business functions.
• Identifying training requirement
• Ensuring the team provides a positive experience for customers
• Quality monitoring of customer interactions across channels
• Engage with internal and external customers, engineering, tooling, production, operations, and other relevant stakeholders to address internal and external non-commences, concerns, and complaints.
• Giving feedback to agents
• Analyzing and reporting on QA metrics, KPIs, and overall call center performance

Requirements:

• Demonstrated great teamwork and strong communication skills to collaborate effectively with team members and other departments to achieve common goals.
• Excellent problem-solving skills to identify issues and develop practical solutions to enhance service quality and operational efficiency.
• 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.
• A deep understanding of call center operations, workflows, and key performance metrics to effectively monitor and improve service quality.