Company Overview

The organisation operates within the digital banking and financial technology industry, delivering customer-focused financial products, electronic payment services, and digital account management solutions. Its service environment prioritises customer satisfaction, operational accuracy, efficient issue resolution, and consistent service delivery across digital financial channels.

Role Summary

The Fintech Customer Experience Quality Assurance Analyst will evaluate customer support interactions and service processes across digital banking and financial technology platforms. The position focuses on assessing service quality, identifying recurring customer issues, monitoring support performance, and recommending improvements to customer communication and issue resolution.

The successful candidate will work with customer service representatives, support team leaders, product specialists, and operations teams to strengthen service standards and ensure that customer enquiries are handled accurately, professionally, and efficiently.

Key Responsibilities

• Review customer support conversations across email, live chat, and other digital communication channels.

• Evaluate support interactions against established service quality standards.

• Assess the accuracy of responses relating to digital accounts, payments, transfers, and financial products.

• Identify recurring customer complaints and recommend improvements to support procedures.

• Conduct quality assessments of customer service cases and document findings.

• Monitor service performance indicators, including resolution quality and customer satisfaction.

• Identify communication gaps and recommend targeted coaching for support representatives.

• Review complaint handling procedures and ensure that escalation requirements are followed.

• Collaborate with product and technical teams to communicate recurring platform-related customer issues.

• Prepare weekly and monthly customer experience quality reports.

• Support the development of customer service guidelines and quality assessment frameworks.

• Monitor customer feedback to identify opportunities for improving digital financial services.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Communications, Finance, or a related discipline.

• At least three years of experience in customer service quality assurance, fintech support, or customer experience operations.

• Understanding of digital banking, electronic payments, and online financial services.

• Experience evaluating customer interactions and preparing quality assessment reports.

• Familiarity with CRM platforms, customer support systems, and ticket management tools.

• Strong written communication and analytical skills.

• Ability to identify service deficiencies and recommend practical improvements.

• Excellent attention to detail and organisational abilities.

• Understanding of customer data confidentiality and financial service standards.

• Experience with customer satisfaction metrics and quality monitoring frameworks is an advantage.

Benefits

• Fully remote working opportunity within Estonia.

• Competitive employment package based on experience and qualifications.

• Professional development in fintech customer experience management.

• Access to modern customer support and quality monitoring technologies.

• Opportunities to collaborate with international customer operations teams.

• Supportive environment focused on service excellence and career development.

Application Instructions

Interested candidates should submit an updated CV highlighting their experience in customer service quality assurance, digital banking support, CRM platforms, and customer experience analysis. Applicants should demonstrate their ability to evaluate service interactions and improve customer support performance.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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