Operations QA & Business Support Analyst

Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Business Support Analyst (Quality Assurance) to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities

• Monitor operational processes and team interactions to ensure accuracy, compliance, efficiency, and adherence to company quality assurance standards and procedures;
• Work closely with Operations, Team Leaders, and Training teams to improve customer experience and operational efficiency;
• Provide timely feedback and coaching points to agents and team leaders for performance improvement;
• Prepare and consolidate daily, weekly, and monthly QA reports and scorecards;
• Identify performance trends, gaps, and recurring issue...