QA Analyst (Fintech)

Location: On-site in Casablanca, Morocco

Company

hirify.global is building a cross-border fintech platform for emerging markets, providing remittance, payments, cards, and savings services for diaspora communities.

What you will do

• Review and assess AI and human customer-support interactions across email, voice, and chat against QA standards and KPIs.
• Own QA performance for a dedicated BPO site and help ensure global and channel-specific assessment targets are met.
• Analyze recurring issues, trends, root causes, and product-knowledge gaps affecting customer experience and operational performance.
• Provide actionable feedback, coordinate agent coaching, and support targeted development plans for underperforming agents.
• Facilitate QA calibration sessions between BPO sites and internal team leaders, documenting outcomes and follow-up actions.
• Prepare QA reports and recommendations while contributing to the evolution of QA frameworks, scorecards, and guidelines.

Requirements

• Strong organizational skills, attention to detail, and critical-analysis abilities.
• Strong understanding of customer-support KPIs and quality frameworks, with demonstrated strong QA results.
• Strong judgment and consistency when performing quality assessments.
• Excellent communication and stakeholder-management skills, including the ability to deliver constructive feedback professionally.
• Collaborative, proactive, and focused on continuous improvement when working with internal teams and external BPO partners.

Nice to have

• Additional language skills.

Culture & Benefits

• Mission focused on improving access to financial services and supporting diaspora communities.
• Global organization with more than 250 people, 50+ nationalities, and 50+ languages.
• Values include ownership, impact, humility, candid communication, positive energy, and continuous problem-solving.
• Inclusive equal-opportunity workplace that encourages applications from underrepresented communities.
• Reasonable adjustments are available during the recruitment process.