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Casablanca ⵜⴰⴷⴷⴰⵔⵜ ⵜⵓⵎⵍⵉⵍⵜ الدار البيضاء, Casablanca-Settat ⵜⴰⴷⴷⴰⵔⵜ ⵜⵓⵎⵍⵉⵍⵜ-ⵙⵟⵟⴰⵜ الدار البيضاء-سطات, Maroc ⵍⵎⵖⵔⵉⴱ المغرب
Onsite
We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fueling local economies, and changing how millions access financial services.
Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features.
We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation.
Here’s a little more:
Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world)
Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more
Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission
Truly global team - 250+ people, 50+ nationalities, 50+ languages
Guided by our values - ownership, impact, humility, and heart - in deed, not just word
The Quality Assurance (QA) Analyst is responsible for evaluating AI & human interactions across email, call, and chat channels to ensure consistent quality, compliance, and customer experience standards. This role plays a critical part in managing quality assurance processes and relationships with our Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights.
The QA Analyst will work closely with internal team leaders and BPO site management to align expectations, identify gaps, and support agent development through structured feedback, coaching sessions, and cross-site calibrations.
Ensure all sites reach our QA target of 4.5, globally and per channel
Ensure 90% of agents pass QA (>4.5)
Assume a role of Point of Contact for a dedicated site
Ensure all sites achieve the required targets of assessments per agent and per channel, on a weekly basis
Assume the POC role by ensuring the data presented during Weekly business Reviews is accurate and reflect your own analysis and ensure the right push are sent to the sites
Follow-up on actions to ensure sites deliver progress and all agents pass QA target
Review and assess customer support interactions across email, voice, and chat channels against defined QA standards and KPIs
Provide objective, detailed, and actionable feedback to agents and team leaders
Identify recurring issues, trends, and root causes affecting customer experience and operational performance
Act as a primary point of contact for QA-related matters with BPO partners
Ensure consistent application of quality standards across internal teams and BPO sites
Support alignment between BPO sites and internal expectations, processes, and performance goals
Act as the main leading force to ensure QA performance meets targets during WBRs
Coordinate and, where appropriate, deliver agent coaching sessions based on QA findings
Ensure sites provide adjusted coaching and liaise with our Trainer
Identify patterns in mishandlings/product knowledge gaps and ensure quiz/refreshers are prepared to improve global performance
Partner with team leaders to support targeted development plans for underperforming agents
Monitor post-coaching performance to assess effectiveness and improvement
Organise and facilitate regular QA calibration sessions between BPO sites and internal team leaders
Ensure scoring consistency and shared understanding of quality expectations across locations
Document calibration outcomes and follow up on agreed actions
Prepare regular QA reports and insights for stakeholders, including trends, risks, and recommendations
Contribute to the evolution of QA frameworks, scorecards, and guidelines
Support initiatives aimed at improving customer experience, agent performance, and operational efficiency
Strong organisational skills and attention to detail
Critical analysis
Strong understanding of customer support KPIs and quality frameworks
Demonstrates strong QA results
Strong sense of ownership with excellent communication and stakeholder management skills
Ability to deliver constructive feedback in a professional and supportive manner
Additional languages are welcome and a +
Strong judgment and consistency in quality assessments
Collaborative approach to working across teams and external partners
Proactive problem-solver with a continuous improvement focus
Impact first
Team next
Accept reality
Propose solutions
Win with grit
Be proactively candid, with yourself and others
Love the particular
Own it
Create positive energy
Maybe, even have fun
Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.
If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.
Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.
