— Support Quality Auditor

Location: remote or Dubai

Who We Are

Our client is a rapidly growing global fintech scale-up with HQ in Dubai serving hundreds of thousands of customers across multiple markets. With several digital financial products in active use, maintaining exceptional customer experience is a top priority. To strengthen quality and accountability, the company is hiring a Support Quality Auditor - an independent senior specialist working directly with the CEO.

Philosophy

This role acts as an independent controller of support quality. Your value comes from analytical depth, high standards, and unbiased judgment. Ideal candidates come from large-scale support organizations and know how world-class quality should function. This role ensures that all tickets meet internal standards, SLA requirements, and customer satisfaction expectations. The specialist will act as an internal inspector - fully independent from the Support department and reporting directly to the CEO.

Responsibilities

• Conduct ongoing audits of support interactions across all tiers.
  
  

• Verify correctness, troubleshooting steps, escalation quality, and communication tone.
  
  

• Monitor adherence to SLAs, workflows, and internal policies.
  
  

• Investigate complex cases and identify root causes behind recurring issues.
  
  

• Build quality scorecards, checklists, standards, and process updates.
  
  

• Prepare weekly reports for the CEO with risks, trends, and improvement actions.
  
  

• Provide clear feedback to team leads and track corrective actions.
  
  

Requirements

Hard Skills

• Experience in Support QA, Support Operations, or similar roles.
  
  

• Background in medium/large-scale support environments (ideally fintech).
  
  

• Strong understanding of ticketing, escalations, and workload management.
  
  

• Experience with Intercom, Jira, Zendesk, or similar systems.
  
  

• Excellent analytical and documentation skills.
  
  

Soft Skills

• High independence and integrity.
  
  

• Strong communication and feedback delivery skills.
  
  

• Detail-oriented, structured, and comfortable challenging processes.
  
  

Nice to Have

• Experience in fast-growth fintech (e.g., Revolut, Bitpanda, N26).
  
  

• Exposure to building or operating structured quality frameworks.
  
  

• Understanding of multi-tier support at scale.
  
  

What We Offer

• Fully independent role reporting to the CEO.

• B2B Contract with 10 paid PTO per year with paid sick leaves.

• Ownership of the quality framework from day one.

• Senior IC position without people management.

• High visibility and direct impact on customer satisfaction.

• Competitive compensation based on experience.

• Remote-first environment.

Recruitment Process

1. Interview with Hiring Manager (mindset, experience).
   
   

2. Interview with CEO (hard skills, audit approach).
   
   

3. Final alignment call (if needed).
   
   

4. Offer - ideally with a notice period of ~1 month.
   
   Send your CV here: kh@vpteam.io