Branch Overview

Imagine a world where every person has improved access to financial services. People could start new businesses, pay for their children’s education, cover their emergency medical bills – the possibilities to improve life are endless. 

Branch is a global technology company revolutionizing financial access for millions of underserved banking customers today across Africa and India.  By leveraging the rapid adoption of smartphones, machine learning and other technology, Branch is pioneering new ways to improve access and value for those overlooked by banks. From instant loans to market-leading investment yields, Branch offers a variety of products that help our customers be financially empowered.

Branch’s mission-driven team is led by the co-founders of Kiva.org and one of the earliest product leaders of PayPal. Branch has raised over $100 million from leading Silicon Valley investors, including Andreessen Horowitz (a16z) and Visa. 

With over 32 million downloads, Branch is one of the most popular finance apps in the world

Job Overview

Reporting to the Quality Assurance Team Lead, the Quality Assurance Senior Associate collaborates with Customer Success teams—including Customer Service, Loan Review, Servicing & Collections, and Payment Operations—to ensure adherence to established targets and Service Level Agreements (SLAs) related to customer experience. This role also involves close engagement with cross-functional stakeholder teams to drive operational efficiency and effectiveness.

Responsibilities

• Conducts comprehensive analysis and audits of calls, emails, chats, social media interactions, loan applications, and customer surveys using quality monitoring tools.
• Tracks investigates, and resolves customer issues by coordinating with relevant teams, ensuring timely ticketing and follow-ups.
• Performs post-communication satisfaction survey analysis to identify areas for improvement in the customer experience.
• Provides actionable process and product improvement recommendations based on customer interaction insights and evaluations.
• Leads feedback sessions to address and resolve quality issues effectively and promptly.
• Facilitates calibration sessions with stakeholder teams to align quality standards and expectations.
• Identifies training needs related to products and processes, develops training materials, and conducts training sessions to uphold quality standards.
• Prepares and distributes weekly quality reports and coordinates QA sync meetings to ensure consistent quality oversight.
• Conducts investigations to gather customer intelligence and support strategic decision-making.

Qualifications

• A higher education qualification in Business Management, Customer Service, Client Service, or a related field.
• 2–3 years of professional experience in a Quality Assurance role.
• In-depth understanding of Quality Management principles and key support metrics such as Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
• Proficiency in Microsoft Office Suite and Google Workspace tools.
• Strong analytical and reporting capabilities with a keen attention to detail.
• Excellent verbal and written communication skills, with the ability to convey insights and recommendations effectively.

Benefits of Joining

• Work in a mission-driven, fast-paced and entrepreneurial environment
• Competitive salary and equity package
• A collaborative and flat company culture
• Fully paid life and health insurance benefit with Axa Mansard
• 28 days of annual leave, 30 days of sick leave and 7 days of bereavement leave
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
• $500 Annual professional development budget 
• Pension benefit
• A one-time home office set-up budget
• Team meals and social events (Hybrid for now)
• Flexible working hours
• Opportunity to work and interact with a global team

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications -- so if you’re unsure that you meet the criteria, please do not hesitate to apply!