Quality Assurance Specialist

WHO WE ARE

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.

• 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 company wide 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

Key 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

One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part…