Quality Assurance (Contract) (Monee)

About Monee

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

Job Description

● Evaluate the quality of phone calls and emails from the Collection and Customer Service teams.

● Analyze data to identify trends and recurring issues.

● Conduct root cause analysis to find underlying problems and suggest improvements.

● Work with supervisors to implement communication enhancements.

● Monitor the effectiveness of improvements to meet quality standards.

● Support improvement script, written and verbal communication

● Present findings in team meetings.

Requirements

● Bachelor’s degree in a relevant field.

● At least 1 year of experience in Quality Assurance or Call Monitoring.

● Strong skills in analyzing conversations (phone/email).

● Ability to perform root cause analysis and suggest process improvements.

● Good communication skills in Thai and English.

● Proficient in Excel or Google Sheets, including formulas like Pivot Tables and VLOOKUP.

● Detail-oriented and able to work well in a team.

● Experience with Data Studio will be given special consideration.