Quality Monitoring Assistant (Project-Based)
Job Summary
Job Description
Tala is seeking a detail-oriented Quality Monitoring Assistant for a project-based role to support QA efforts and ensure high-quality service delivery. The role involves conducting QA evaluations of customer interactions (calls, chats, tickets), assessing performance using defined guidelines, and documenting findings. Responsibilities include contributing insights to improve customer satisfaction, generating summaries and trend analysis, participating in calibration sessions, and escalating identified issues. The ideal candidate is analytical, passionate about quality, and can work independently in a fast-paced environment, reporting to the QA Lead.
Must have:
- 6 months to 1 year experience in QA, customer service, or related role
- Strong attention to detail and accuracy
- Comfortable with scorecards and documentation guidelines
- Proficient in Google Sheets and Docs
- Clear written and verbal communication skills
- Able to work full-time for the project duration
2 skills required
Job Details
About Tala
Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World's Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you!
About the Role
Tala is seeking a detail-oriented Quality Monitoring Assistant (Project-Based) to support our QA efforts in ensuring high-quality service delivery across operations. The role involves conducting QA evaluations, organizing findings, and contributing insights that help improve customer satisfaction and operational performance.
This role is ideal for someone who is analytical, has a passion for quality and continuous improvement, and can work independently in a fast-paced environment. You will report to the QA Lead and work closely with other QA team members.
What You'll Do
- Perform quality assurance evaluations of customer interactions (calls, chats, tickets, etc.).
- Use defined QA guidelines to assess performance and tag issues.
- Maintain timely and organized documentation of evaluated samples and findings.
- Support the QA team in generating weekly summaries and trend analysis.
- Join calibration or review sessions with internal teams.
- Escalate any recurring issues, gaps, or risks identified through evaluations.
- Assist in minor reporting tasks and in preparing evaluation data as needed.
What You'll Need
- 6 months to 1 year experience in quality assurance, customer service, or a related role.
- Strong attention to detail and accuracy in evaluation work.
- Comfortable working with structured scorecards and documentation guidelines.
- Proficient in Google Sheets, Docs, and other basic reporting tools.
- Can communicate clearly and professionally in both writing and verbal communication.
- Able to work full-time for the project duration.
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
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