Quality Assurance Specialist
ibex.digital • Lahore, Punjab, Pakistan
**Role & Seniority: ** QA Specialist (3+ years experience; senior-level judgment)
**Stack/Tools: ** Asana (task assignment/tracking); Excel or Google Sheets (VoC/trend reporting); multi-source customer feedback channels (Trustpilot, Google Reviews, email, BBB, CFPB); loan application files; call recordings; email/text transcripts (for investigations)
**Top 3 Responsibilities: **
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VoC Intake & Triage: Monitor, aggregate, and triage customer feedback from multiple channels (including BBB/CFPB)
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Complaint Research & Root Cause: Investigate complex cases by synthesizing application files and communications; reconcile conflicting narratives
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Reporting & Actioning Improvements: Produce monthly thematic reports (volume trends/driver metrics) and convert findings into improvement projects with follow-through in Asana
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Must-have Skills:
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Strong analytical/critical thinking for complex case dissection and defensible conclusions
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Excellent written communication for clear, objective case summaries and executive-ready documentation
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Data/reporting proficiency in Excel/Google Sheets (trend analysis, categorization, quantitative reporting)
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US consumer finance/domain knowledge + regulatory awareness for BBB/CFPB complaint sensitivity
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Ability to maintain overlapping hours with US Central Business Hours (CT)
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Nice-to-haves:
- Experience with call monitoring/agent scoring using an internal QA framework
Full Description
We are looking for a QA Specialist who brings analytical rigor and strategic thinking to quality assurance.
Key Responsibilities
Feedback Intake & Triage: Monitor, aggregate, and triage customer feedback across multi-channel sources, including Trustpilot, Google Reviews, direct email complaints, the Better Business Bureau (BBB), and Consumer Financial Protection Bureau (CFPB) submissions.
Complaint Research & Root-Cause Deep Dives: Investigate complex complaint cases by synthesizing loan application files, call recordings, email transcripts, and text communications. Reconcile conflicting narratives (customer statement vs. internal logs) to uncover the true root cause.
Objective Case Summaries: Draft clear, factual, and unbiased summaries of the customer journey for each researched complaint, providing actionable context for executive escalations and formal response drafting.
Monthly VoC Thematic Reporting: Own the monthly feedback and complaints report categorizing themes, tracking volume trends, analyzing driver metrics, and proposing high-impact operational improvements.
Action Planning & Follow-Through: Translate VoC findings into structured improvement projects. Assign, track, and drive resolution tasks in Asana alongside working groups across Operations, Product, and Compliance.
Targeted Call Monitoring: Flex into call monitoring and agent scoring against our internal QA framework to support baseline quality checks and operational spikes as needed.
Required Qualifications
Experience: 3+ years in Quality Assurance (QA), Compliance, Complaint Resolution, or Customer Experience Analysis, backed by senior-level judgment.
Domain Knowledge: Direct experience in US consumer finance, fintech, insurance, or consumer lending environments.
Critical Thinking: Demonstrated ability to dissect complex cases, reconcile conflicting accounts across multiple touchpoints, and arrive at clear, defensible conclusions.
Communication & Precision: Exceptional written communication with a proven track record of writing concise, objective case reviews and executive summaries.
Data & Reporting Skills: Proficiency in trend analysis, theme categorization, and quantitative volume reporting using Excel or Google Sheets.
Regulatory Awareness: Familiarity with US consumer complaint channels (BBB, CFPB) and an understanding of the regulatory sensitivity surrounding formal complaint responses.
Work Schedule: Comfortable maintaining overlapping working hours with US Central Business Hours (CT).
Why You’ll Love Working with Us
High-Impact Work: Your insights will directly shape process improvements, product roadmaps, and frontline training.
Cross-Functional Collaboration: Partner closely with Compliance, Operations, and Customer Support leadership to advocate for the customer.
Workplace Type: On-Site.
