Quality Analyst (Support)

About Revolut

Revolut aims to empower people by offering enhanced visibility, control, and freedom over their finances. Since 2015, the company has grown its suite of products including spending, saving, investing, exchanging, and travel services, serving over 80 million customers globally. With more than 13,000 employees worldwide, both onsite and remote, Revolut is recognized as a Great Place to Work™ and continues its rapid expansion by seeking talented individuals who thrive on simplifying complexity and delivering innovative financial solutions.

Role Overview

The Customer Support team acts as the initial contact point for millions of users worldwide, providing prompt and considerate assistance. They represent the voice of the customers and cooperate closely with product teams to enhance user experience and uphold exceptional service standards. This role of Quality Analyst focuses on maintaining and enhancing the quality performance of the Customer Support team by performing quality control activities, analyzing performance, delivering feedback, and coaching team members.

Key Responsibilities

• Conduct monthly quality control processes by analyzing Compliance team members' work to identify successes and areas needing improvement.
• Report any detected issues to team leadership promptly.
• Provide constructive feedback and carry out root cause analysis on identified errors.
• Organize and deliver refresher training sessions for individuals showing quality performance challenges.
• Support onboarding of new employees by coaching them on compliance and customer support procedures.
• Work collaboratively with teams across different geographical locations.

Required Qualifications

• Prior experience in a quality assurance role within support functions.
• Advanced proficiency in English (C1 level or higher).
• Native-level fluency in Arabic.
• Exceptional attention to detail and strong analytical aptitude.
• A proactive approach to ownership and accountability.
• Genuine empathy and enthusiasm for assisting others.
• Effective independent time management and task prioritization skills.
• Adaptability and a positive outlook on evolving roles, company goals, and targets.

Desirable Experience

• Over six months of experience in customer support is advantageous.

Diversity & Inclusion Commitment

Revolut actively seeks to create an inclusive environment by encouraging applications from candidates with diverse backgrounds and experiences, considering this essential for innovation and quality service delivery.

Important Candidate Information

• Applicants should only use official Revolut recruitment channels. The company does not engage any third-party recruitment services.
• Verify that all correspondence originates from an @revolut.com email address to avoid scams.
• No payment or personal financial information will be requested during recruitment; any such request should be immediately reported as fraudulent.

Applicant Declaration

By applying, candidates confirm the accuracy and truthfulness of their information and understand that any false or misleading information may lead to application rejection, withdrawal of an offer, or termination of employment. Applicants also consent to the processing of their personal data according to Revolut's Candidate Privacy Notice.