Quality of Service Specialist
About this role
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Manila | On-site| Full-Time
What you’ll do
- Evaluate Customer Care representatives’ ticket handling through systematic review of customer interactions, communication quality, accuracy of information provided, and adherence to internal processes and service standards
- Identify trends, patterns, and recurring issues in customer service delivery through detailed audit analysis
- Provide constructive, actionable feedback to Customer Care representatives and their managers based on audit findings
- Maintain audit documentation and contribute to the development and refinement of QA criteria, scorecards, and methodologies
Who you are
- Organized and methodic
- Great communicator and collaborator
- Comfortable providing constructive feedback to others
- Analytical thinker
- Show ownership
- Thrive in an independent set up
- Proficiency in MS Office
For this role you will also need:
- Solid experience in Customer Support or customer facing operations
- Excellent English (spoken and written)
- Strong time management skills
- Strong team collaboration skills
#LI-SL3
The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.
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