Quality Audit Manager
Bogota / Mexico City
Operations – Global Tools & Metrics /
Full-Time /
Hybrid
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 Manager is responsible for setting and maintaining high standards of quality and actively guiding and supporting their team in ensuring customer service interactions are effective and that agents are equipped with the tools they need for continuous improvement.
Responsibilities
- Define the overall vision and strategy of the Quality Assurance department, aligned with organizational goals.
- Manage and supervise QA supervisor and specialists, fostering professional growth and a positive work culture. Provide clear direction and leadership, ensuring consistency in quality policy application.
- Analyze both qualitative and quantitative metrics such as call/chat volumes, handling times, CSAT, and QA scores. Detects recurring trends, agent performance gaps, and systemic issues affecting service delivery.
- Design and implement comprehensive QA processes including scoring criteria, calibration sessions, and consistency checks.
- Promote objectivity and alignment in all evaluations.
- Partner with Training teams to design and deliver learning initiatives based on skill gaps, product updates, or process changes.
- Prepare and present actionable reports highlighting QA findings, performance trends, and process improvement recommendations.
- Provide strategic insights to senior leadership for decision-making support.
- Enable leadership visibility on QA impact and opportunities for operational excellence.
Requirements
- Bachelor's degree in Information Technology, Information Systems, Software Engineering, or related fields.
- 3+ years of experience in Quality Assurance within customer service environments.
- Strong leadership, coaching, and people management skills.
- Analytical mindset with proficiency in quality metrics and performance analysis.
- Excellent communication and cross-functional collaboration abilities.
- Familiarity with QA platforms, CRM tools, and industry best practices.
Benefits
- *Local benefits will depend of the country of hiring*
- 100% Company-funded Health and Dental insurance for employees and immediate family members.
- Phone finance, Headphone, home office equipment and fitness 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.
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
