Quality Assurance Officer

ZainCash

Baghdad, Baghdad Governorate, Iraq permanent

Posted: April 13, 2026

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Quick Summary

Quality Assurance Officer, responsible for monitoring customer calls and chats to ensure quality and effectiveness, identifying performance gaps and implementing solutions to improve the overall user experience.

Required Skills

Customer Service Quality Assurance Communication Problem Solving Feedback Reporting Autonomy English Proficiency Arabic Proficiency Shift Flexibility

Job Description

About Zaincash

ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq.

Responsibilities:

• Monitor and evaluate customer calls and chats to ensure quality and effectiveness.
• Identify performance gaps and implement solutions for continuous improvement.
• Generate and provide constructive feedback and coaching to call center teams.
• Ensure adherence to company quality standards and operational procedures.
• Prepare comprehensive daily, weekly, and monthly quality reports.
• Work autonomously on projects, demonstrating self-motivation and the ability to complete tasks without constant supervision.
• Analyze performance weaknesses and develop actionable solutions to enhance service delivery.

Requirements:
• Education: Bachelor’s degree.
• Languages: Fluent in English and Arabic (mandatory).
• Availability: Ability to work on morning and evening shifts.
• Experience: At least 1 year of experience in customer service or a related field is required.

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