Quality Assurance Officer

About Zaincash

ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq.

Responsibilities:

• Monitor and evaluate customer calls and chats to ensure quality and effectiveness.
• Identify performance gaps and implement solutions for continuous improvement.
• Generate and provide constructive feedback and coaching to call center teams.
• Ensure adherence to company quality standards and operational procedures.
• Prepare comprehensive daily, weekly, and monthly quality reports.
• Work autonomously on projects, demonstrating self-motivation and the ability to complete tasks without constant supervision.
• Analyze performance weaknesses and develop actionable solutions to enhance service delivery.

• Education: Bachelor’s degree.
• Languages: Fluent in English and Arabic (mandatory).
• Availability: Ability to work on morning and evening shifts.
• Experience: At least 1 year of experience in customer service or a related field is required.