Job description
Branch Overview
Branch delivers world-class financial services to the mobile generation, with offices in the United States, Nigeria, Kenya, Tanzania, and India. Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.
Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. Most recently, Branch announced our Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms.
We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.
Job Overview
Reporting to the Quality Assurance Team Lead, the Quality Assurance Senior Associate collaborates with Customer Success teams—including Customer Service, Loan Review, Servicing & Collections, and Payment Operations—to ensure adherence to established targets and Service Level Agreements (SLAs) related to customer experience. This role also involves close engagement with cross-functional stakeholder teams to drive operational efficiency and effectiveness.
Responsibilities
- Conducts comprehensive analysis and audits of calls, emails, chats, social media interactions, loan applications, and customer surveys using quality monitoring tools.
- Tracks investigates, and resolves customer issues by coordinating with relevant teams, ensuring timely ticketing and follow-ups.
- Performs post-communication satisfaction survey analysis to identify areas for improvement in the customer experience.
- Provides actionable process and product improvement recommendations based on customer interaction insights and evaluations.
- Leads feedback sessions to address and resolve quality issues effectively and promptly.
- Facilitates calibration sessions with stakeholder teams to align quality standards and expectations.
- Identifies training needs related to products and processes, develops training materials, and conducts training sessions to uphold quality standards.
- Prepares and distributes weekly quality reports and coordinates QA sync meetings to ensure consistent quality oversight.
- Conducts investigations to gather customer intelligence and support strategic decision-making.
Qualifications
- A higher education qualification in Business Management, Customer Service, Client Service, or a related field.
- 2–3 years of professional experience in a Quality Assurance role.
- In-depth understanding of Quality Management principles and key support metrics such as Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
- Proficiency in Microsoft Office Suite and Google Workspace tools.
- Strong analytical and reporting capabilities with a keen attention to detail.
- Excellent verbal and written communication skills, with the ability to convey insights and recommendations effectively.
Benefits of Joining
- Work in a mission-driven, fast-paced and entrepreneurial environment
- Competitive salary and equity package
- A collaborative and flat company culture
- Where we work:
- Hybrid - we are remote first, with occasional in-office requirements.
- Fully paid life and health insurance benefit with Axa Mansard (Platinum plan)
- 28 days of annual leave, 30 days of sick leave and 7 days of bereavement leave
- Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
- Annual professional development budget
- Pension benefit
- Monthly WFH stipend alongside a one-time home office set-up budget
- Team meals and social events (Hybrid for now)
- Flexible working hours
- Opportunity to work and interact with a global team
Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications – so if you’re unsure that you meet the criteria, please do not hesitate to apply!
