Quality Assurance Specialist

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
• Atome Card: A paylater anywhere card.
• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
  
  

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders
  
  

Responsibilities

• Monitor, audit and evaluate all customer support channels to interpret trend and performance
• Identify weak points to facilitate coaching and mentoring sessions
• Highlight trends and red flags to management for better improvement
• Perform root-cause analysis/drilldown to investigate complaints and provide data, feedback and action plans to prevent recurrence
• Review and endorse compliments to ensure customer handling compliance
• Work closely with Customer Experience Manager and Trainer to innovate and drive improvements in quality to achieve service excellence
• Stay versed of latest organizational changes in products, processes and policies
• Exhibit positive disposition to establish rapport and build high level of morale within CX
• Consistently review and calibrate QA framework to benchmark industry standards and to create an environment of fairness, accountability, and professional development
• To step-up as a Trainer when required.
• Any other ad-hoc duties and responsibilities assigned by the management, relating to continual improvement of the company.
  
  

Requirements

• Minimum a Diploma in Business Administration, or other relevant fields.
• At least 3 years of Quality Assurance experience in call centre, preferably from the finance/banking sector.
• Has a clear understanding of call centre’s quality framework and methodology.
• Excellent verbal and written communication skills (a multilingual skillset would be advantageous).
• Excellent listening and analytic skills, with strong attention to detail.
• Ability to work efficiently and independently in a high demand and fast-paced environment.
• Great interpersonal skills, comfortable to reach out to and build relationships.
• Demonstrated ability to coach and guide with compassion.
• Self-motivated, organised and eager to drive continuous improvements.
• Strong ability to handle multiple priorities and projects concurrently.
• Proficiency in Microsoft Office, especially in Excel and PowerPoint.

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
• Atome Card: A paylater anywhere card.
• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
  
  

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders
  
  

Responsibilities

• Monitor, audit and evaluate all customer support channels to interpret trend and performance
• Identify weak points to facilitate coaching and mentoring sessions
• Highlight trends and red flags to management for better improvement
• Perform root-cause analysis/drilldown to investigate complaints and provide data, feedback and action plans to prevent recurrence
• Review and endorse compliments to ensure customer handling compliance
• Work closely with Customer Experience Manager and Trainer to innovate and drive improvements in quality to achieve service excellence
• Stay versed of latest organizational changes in products, processes and policies
• Exhibit positive disposition to establish rapport and build high level of morale within CX
• Consistently review and calibrate QA framework to benchmark industry standards and to create an environment of fairness, accountability, and professional development
• To step-up as a Trainer when required.
• Any other ad-hoc duties and responsibilities assigned by the management, relating to continual improvement of the company.
  
  

Requirements

• Minimum a Diploma in Business Administration, or other relevant fields.
• At least 3 years of Quality Assurance experience in call centre, preferably from the finance/banking sector.
• Has a clear understanding of call centre’s quality framework and methodology.
• Excellent verbal and written communication skills (a multilingual skillset would be advantageous).
• Excellent listening and analytic skills, with strong attention to detail.
• Ability to work efficiently and independently in a high demand and fast-paced environment.
• Great interpersonal skills, comfortable to reach out to and build relationships.
• Demonstrated ability to coach and guide with compassion.
• Self-motivated, organised and eager to drive continuous improvements.
• Strong ability to handle multiple priorities and projects concurrently.
• Proficiency in Microsoft Office, especially in Excel and PowerPoint.