Quality Audit Specialist

About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.  We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry.  As of 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Quality Audit Specialist is responsible for continuous evaluations, audits, and improving the quality of service provided, identifying areas for improvement, and ensuring every interaction with customers is handled in a professional, efficient, and satisfactory manner, aligning with the standards (policies and processes) established by the company. This applies internally as well as with each BPO and line of business.

• Monitor and evaluate interactions by line of business, providing effective feedback to agents or supervisors to improve their work, proposing recommendations based on data analysis and trends.
• Ensure compliance with quality guidelines and country-specific customer service protocols.
• Collaborate with the Training team in the implementation of training programs, both internal and external.
• Report on the progress of assessments, incidents, and failures to meet objectives, both internal and within the BPO.
• Develop and update Key Performance Indicators (KPIs) to evaluate and optimize customer service processes.

• Bachelor's degree in Information Technology, Information Systems, Software Engineering, or related fields.
• 1-2  years  of experience in Quality Assurance within customer service environments or similarly high volume, highly structured environments.
• Intermediate to advanced level in OfficeSuite and GoogleSuite.
• Solid experience using Zendesk,  Talkdesk or another robust CRM.
• Strong leadership, coaching, and people management skills
• Excellent communication and cross-functional collaboration abilities
• Familiarity with QA platforms, CRM tools, and industry best practices
• Analytical skills, strong attention to details, and a deep understanding of best practices in customer service.

Benefits

100% Company Funded : Private Health Insurance for employee and immediate family

20 days vacation

Phone finance, Headphone, home office equipment and wellness perks.

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening