Quality Analyst (Fintech)

Location: Accra, Ghana

Company

hirify.global is an African fintech providing asset financing for smartphones, solar energy products, and e-motorbikes.

What you will do

• Evaluate customer interactions across voice and digital channels, including calls, transcripts, and emails.
• Conduct calibration sessions to align quality standards across teams and BPO partners.
• Identify training gaps and recurring performance or customer-experience issues.
• Produce quality reports that translate evaluation data into operational insights.
• Flag compliance risks and support process improvements.
• Support new-agent onboarding and OJT certification before agents interact with customers.

Requirements

• Experience in a customer care or customer service environment.
• Experience with quality assurance, performance coaching, or interaction monitoring.
• Strong analytical skills and the ability to translate data into actionable conversations.
• Strong communication and influencing skills, including the ability to work without direct authority.
• High attention to detail and an understanding of fair, consistent quality evaluation.

Culture & Benefits

• Work across Training, Operations, and BPO teams in a growing, multi-market organisation.
• Access to development programs, coaching partnerships, and on-the-job training.
• Family-friendly policies and well-being support.
• Flexible working practices.
• Applications are reviewed on a rolling basis, with interviews potentially taking place throughout the recruitment process.