Job description
About Tala
Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World’s Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief’s The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you!
About the Role
Tala is seeking a detail-oriented Quality Assurance Specialist to ensure high-quality service delivery across operations. The Quality Assurance Specialist will be responsible for evaluating customer interactions, identifying opportunities for improvement, and ensuring compliance with internal and regulatory standards. This role plays a critical part in driving customer satisfaction and operational excellence through structured Quality Assurance processes.
The Quality Assurance Specialist will report to the Quality Assurance Lead and collaborate with internal stakeholders, including the Customer Experience and Recovery teams. This role requires a proactive individual who can analyze trends, provide actionable insights, and contribute to continuous process improvement.
We are seeking individuals who are passionate about customer experience, committed to quality, and eager to contribute to a culture of excellence. The ideal candidate will have experience in Quality Assurance, data analysis, and customer service operations. Strong analytical skills, attention to detail, and the ability to communicate effectively are key to success in this role.
What You’ll Do
- Conduct quality assurance evaluations of customer interactions across multiple channels, such as recoveries, customer care, and KYC
- Identify process gaps and areas for improvement through data-driven analysis
- Monitor compliance with internal policies and regulatory guidelines
- Provide detailed feedback and coaching recommendations to enhance team performance
- Support calibration sessions with internal and external Quality Assurance teams
- Analyze trends in customer feedback and operational performance to recommend improvements
- Maintain and update QA data, reports, and documentation
- Collaborate with Training and Operations teams to develop targeted learning initiatives
- Assist in implementing Quality Assurance frameworks and best practices
- Participate in process audits to ensure adherence to compliance and quality standards
- Take the initiative to find recurring quality issues and suggest improvements to the workflow within the scope
What You’ll Need
- Minimum 2 years of experience in Quality Assurance, customer service, or operations
- Strong analytical skills with experience in data interpretation and reporting
- Ability to provide constructive feedback and coaching based on QA evaluations
- Experience working in a contact center environment
- Familiarity with customer service metrics, compliance standards, and regulatory guidelines
- Excellent verbal and written communication skills
- Proficient in Google Suite and Microsoft Office
- Experience with QA tools and reporting systems preferred
- Ability to work independently while collaborating with cross-functional teams
- Strong attention to detail and ability to manage multiple priorities
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
