Operations Quality Lead (Fintech)

TL;DR

Operations Quality Lead (Fintech): Building the QA function from the ground up for customer operations with an accent on quality standards, performance metrics, and agent development. Focus on creating scorecards, defining KPIs, and turning quality insights into practical training and process improvements.

Location: Colombia (Office Work)

Company

A fintech company dedicated to challenging the status quo of incumbent finances through innovative and high-tech solutions.

What you will do

• Build the QA function from scratch, including the creation of quality standards, scorecards, and calibration processes.
• Conduct quality audits to identify recurring patterns, risks, and areas for improvement.
• Establish QA KPIs and implement regular reporting for agents, teams, and stakeholders.
• Collaborate with Training and Operations teams to translate QA findings into coaching and process optimizations.
• Hire, lead, and develop the QA team to support company growth.

Requirements

• Experience in Quality Assurance, Quality Operations, or Performance Management within high-volume operational environments.
• Background in customer support, sales, marketplace, or call center operations.
• Proven experience leading people and building a high-performing team culture.
• Ability to analyze data and turn metrics into clear, actionable insights.
• Advanced or conversational Spanish and English are required.
• Must be based in Colombia for onsite office work.

Culture & Benefits

• Innovative spirit with a commitment to groundbreaking solutions.
• Transparent environment based on honest and open feedback.
• Supportive and collaborative team community.
• Culture of recognizing and celebrating achievements.
• High-tech environment working alongside smart, revolutionary professionals.