Customer Experience

Quality Auditor

Work Type: Full Time
At Thndr we believe that investing should be easy and accessible to everyone. We started our journey to democratize investment in the region by removing commissions, account opening minimums, and launching an intuitive platform with a focus on education. This way investing opportunities can be attainable to all, no matter their income level or expertise.

About the role

We're looking for a Quality Auditor to join the Customer Experience team. This person will be responsible for auditing CX Representative’s work across different channel in line with our quality guidelines.  

What you’ll do day-to-day: 

  • Audit chats and tickes handled by CX Representatives across different channels

  • Meet audit targets while mainting quality of evaluation

  • Provide feedback and insights to be used by supervisors and in regular team meetings 

  • Make recommendations on onboarding and training content in line with audit results 

Some things we consider critical for this role:

  • Proficient knowledge of customer service, and standard office practices and procedures

  • Having a quality audit background is a plus 

  • Excel/google sheets proficiency 

  • Attentive to details 

  • Excellent prioritization and time management skills

  • Adaptability and accountability

  • Finance background is a plus

  • Uncompromising integrity and strong dedication to professionalism

  • Strong sense of ownership and responsibility

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