Customer Service
- Quality AssociateLocation: Bengaluru/ Shilpitha Tech Park, Bellandur (Work from office role)

Experience:
1-3 years Industry: Fintech Only About super.moneyThe super.money team is working to revolutionize the $500bn fintech landscape with an exciting digital lending play. We are set to take off now with the goal of becoming the largest lending platform in the next 24 months.

About the Role
We are looking for a Quality-focused Customer Service Executive with 1–3 years of experience in fintech who is eager to specialize and grow within the Quality and Training space. You will play a critical role in ensuring service quality, driving compliance, and enabling support associates. As we scale our AI bot, a significant portion of your audits will focus on improving its performance. You must be a quick learner capable of assessing AI reasoning and understanding the prompts driving its behavior. This is a detail-oriented, process-driven role offering the opportunity to learn and deliver in a fast-paced environment. What You’ll Do:
• Quality Audits: Conduct audits on calls, chats, emails, and AI bot conversations focusing on accuracy, completeness, and process adherence.
• Scorecard Management: Manage the Quality Scorecard, ensuring agents understand the root cause of interaction failures.
• Actionable Insights: Share data-backed insights with stakeholders to drive quality improvement and defect reduction.
• Root Cause Analysis (RCA): Perform RCAs to prevent the recurrence of leadership escalations.
• Training Support: Support onboarding and refresher training with a focus on quality benchmarks and compliance.




• Feedback & Coaching: Deliver specific, data-backed feedback during coaching sessions and regular quality refreshers. Who You Are:
• AI Logic Savvy: You possess the basic reasoning skills required for AI bot audits, allowing you to identify exactly where a bot's logic or prompt failed.
• Insight-Driven: You don't just find errors; you know how to provide high-quality inputs from your audits to improve both human and AI performance.
• Career-Focused: You are an entry-level QA professional who is genuinely willing to stay and grow within a Quality Audit role.
• Detail-Oriented: You are a process-driven individual who thrives in a high-ownership, high-impact workplace. Must Have
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Experience:
1–3 years in a Quality or SME role within fintech or lending platforms.
• Audit Expertise: Strong exposure to quality audits, scorecards, RCA, and defect analysis.
• Fintech Knowledge: Understanding of UPI, wallets, cards, net banking, settlement processes, chargebacks, and credit bureau reporting.
• Compliance Awareness: Familiarity with RBI, KYC, and NPCI guidelines.
• Communication: Excellent written and verbal communication skills with the ability to balance compliance with empathy. Good to Have
• Familiarity with CRM tools, QA platforms, ticketing systems, or knowledge bases.
• Comfort working with Excel, dashboards, and data analysis. Why Work With Us?You will be a core driver of service quality in a fast-scaling fintech. You will gain deep exposure to quality frameworks and compliance excellence while growing rapidly in a high-impact environment.

📌 Customer Service Quality Associate (Bengaluru)
🏢 Super Money
📍 Bengaluru