Quality Audit Manager

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 2024 we have brought billions of dollars in credit to 12 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 leading and managing the quality department, ensuring that all customer service and clerk processes across PayJoy’s various products meet the highest quality standards. This role is critical in maintaining customer satisfaction, operational efficiency, and regulatory compliance across all countries where PayJoy operates. Additionally, the Quality Audit Manager oversees a team of quality specialists, providing strategic leadership and acting as a liaison between operations, fraud, risk, processes, and training departments.

Responsibilities

• Develop, implement, and maintain a quality audit system that ensures compliance with internal and regulatory standards for each product and country.
• Supervise and lead a team of quality specialists, providing guidance, training, and support to continuously improve processes and outcomes.
• Collaborate closely with the operations, fraud, risk, processes, and training departments to align quality objectives with operational goals.
• Conduct quality trend analysis to identify improvement opportunities and develop specific action plans.
• Develop and implement KPIs and metrics to assess the performance of quality processes and the audit team.
• Lead continuous improvement and process optimization initiatives, ensuring a constant evolution in service quality.
• Prepare reports on the status and performance of quality audits, proposing strategies for performance improvement.

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, or related fields.
• Minimum of 3 years of experience in quality management, auditing, or similar roles, preferably in service-oriented companies.
• Deep understanding of quality audit principles, regulatory standards, and best practices.
• Proven ability to lead and develop high-performing teams.
• Excellent communication skills and the ability to work across departments.
• Experience implementing continuous improvement systems and project management.
• Ability to analyze data and make data-driven decisions.

Benefits

• Company-funded Health and Dental Insurance for employees and immediate family members.
• Life insurance.
• Monthly benefits of meal vouchers and Home Office assistance.
• Meal vouchers per work day.
• $2,000 USD annual Coworking Travel Perk
• $2,000 USD annual Professional Development Perk
• $500 USD annual Fitness 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.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening