Quality Assurance Specialist

Paysafe•Jacksonville, FL

20d

About The Position

Paysafe delivers a full suite of payment solutions. From online to in-store payments; from merchant acquiring to payment gateways; from alternative payments to omni-channel and secure cross-border e-commerce; from white-label credit solutions to mobile order and delivery platforms, we offer businesses an unbeatable one-stop solution. We process millions of transactions worldwide and we value our relationships at every point in the process. Paysafe is a global company with a dynamic environment operating in multiple countries including the UK, Ireland, Bulgaria, Austria, India, Canada and the US. Paysafe is looking for a Quality Assurance Analyst – Call Centre. The Quality Assurance Analyst will be a shared resource between the Global Operations teams in Montreal CA and London UK – based in London UK. The QA Analyst will help maintain quality assurance standards across the contact centres in both regions. The QA Analyst will also have a secondary responsibility in managing and contributing to several reporting needs for both regions which will need to be supplied on a daily, weekly, and monthly basis. The Quality Assurance Analyst will work closely with management to analyse processes and procedures to find opportunities for improvement and alignment based on trending discovered via reports or QA.

Requirements

Proven previous experience in a Customer Services Quality role is essential
Experience of developing and monitoring KPIs
Previous experience in the Payments industry is desirable
Salesforce knowledge an asset
Excellent communications and coaching skills
Evidence of supporting continuous business improvement and delivering high-performance standards
Ability to plan and organise your time efficiently
Windows and Microsoft Office knowledge is essential including strong Excel skills
Attention to detail and problem-solving skills with proven ability to analyse data and results based on team statistics
Experience producing qualitative and quantitative reporting on performance and monitoring trends – tied to quality items
Hold a genuine passion for delivering outstanding customer experiences with a strong customer service focus and proven ability to promote this within a team

Responsibilities

Developing, and motivating the customer service team to deliver an effective, high quality customer experience aligned with their values and purpose
Taking a lead role in monitoring quality standards across the customer facing operations, calls, tickets, emails and outcomes
Producing daily, monthly & quarterly quality assessment and department quantitative reports, identifying opportunities for continuous improvement and working with management to identify trends and root causes of quality, regulatory or process failings
Liaising with all cross functional departments and management to provide strategic and informative direction on initiatives that will enhance the customer service performance, proactively identifying potential issues and addressing them to improve working practices and streamline end to end delivery promoting first call resolution
Evolve, design and implement quality tools and standards to assess and deliver the highest standards of quality in calls, emails and customer contacts
Ensuring agents reach their set KPIs including SLA's and reporting any failure to management
To conduct and ensure that Advisor reviews and QA are completed with all advisors and development ensues
Navigating relevant software applications to research appropriate resolutions, evaluate results and comment on reporting
Analysing call, ticket, and chat statistics in line with staffing level and reporting findings to Service Managers
Departmental adherence to company guidelines and procedures including companywide and department specific product procedures
Ensure agents cases & tasks are completed within the specified SLA on the customer systems, establishing a culture of high-performance that focus on both fiscal and behavioural KPIs