Reporting to: Local Team Lead (Team lead reporting to Quality of service Team lead- HQ) 

 What you’ll be spending your time on:  

• Evaluate KYC representatives' ticket handling through systematic review of customer interactions, documentation accuracy, and adherence to regulatory requirements, to ensure compliance with established standards, policies, and procedures 
• Identify trends, patterns, and recurring issues in KYC service delivery through detailed audit analysis 
• Provide constructive feedback to KYC representatives and their managers based on audit findings 
• Maintain audit documentation and contribute to the development of audit criteria and methodologies 

Is this you? 

• Organized and methodic 
• Great communicator and collaborator 
• Comfortable providing constructive feedback to others 
• Analytical thinker 
• Show ownership 
• Thrive in an independent set up 
• Proficient in MS Office 

For this role you also need to have: 

• Solid experience in KYC  
• Excellent English (spoken and written) 
• Strong time management skills 
• Strong team collaboration skills 

Have you done this kind of stuff? 

• 1 year+ in your current position 
• Be in accordance with the productivity and quality expectations of your team 
• High Quality in your handling  

Not a must but an advantage:

• Additional languages

What You’ll Be Spending Your Time On:

• Write high quality SQL codes to retrieve and analyze data
• Work with large data sets, automate data extraction, and build monitoring/reporting dashboard

• Collaborate with stakeholders from local and global to capture, prioritize and deliver the data analytical requirements and drive measurable results.
• Analyze key metrics changes and perform root cause analysis to identify the opportunity for continuous improvement.

• Collaborate with the Data Engineering team to identify and resolve data quality issues, ensuring robust and reliable pipelines.
• Communicating complex analysis and insights to our stakeholders and business leaders, both verbally and in writing.
• Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format

Have You Done This Kind of Stuff?

• 5+ years of with strong technical skills of using SQL and Python to analyze and interpret data
• Experience with data visualization using Powerbi or similar tools
• Bachelor’s degree and above.
• Exceptional verbal and written English skills, with the ability to communicate with cross-functional stakeholders in a global, multicultural environment.

• Motivated self-starter who can learn quickly in a fast-paced environment.

• Proven track record of advanced analytical thinking, problem-solving, and multitasking in fast-paced settings.
• Experience in fintech and payment industries is a strong plus.