Operational Quality Assurance Specialist

hace 3 semanas

Bogota, Colombia PayU A tiempo completo

**About PayU**

PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers.

As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day.

Thinking of becoming a PayUneer and you are curious to know more about us? Read more about the life in PayU here

Be part of our PayU team in Latam We are looking for our next
**Operational Quality Assurance Specialist** in
**Bogotá.**

**About the Role**

This person will be responsible for managing, leading and implementing Quality Customer Service processes, ensuring that the best customer experience is being created by providing exceptional service.

You are also expected to know the company's products and solutions in depth and be able to communicate this to other team members.

As a Specialist your goal will be to ensure that your team achieves quantitative and qualitative objectives.

**What you will do**
- Meet monitoring goals for calls, chats mails and other customer communication tools
- Lead calibration sessions with supervisors, customer service manager and quality analyst to ensure consistency of scoring and best practices
- Collaborate with supervisors and customer service manager to generate action plans focused on agent skills development
- Keep up to date on PayU knowledge; understanding of products and services
- Lead quality activities in the Contact Center
- Create, implement and monitor action plans for Customer Service improvement
- Perform contact evaluations through monitoring
- Design training strategies for agents according to identified needs
- Lead and design the annual monitoring plan
- Lead voice analysis of the customer for subsequent creation of tangible action plans
- Design annual group and individual coaching plan
- Analyze trends on areas of opportunity and create tangible action plans
- Comply with the obligations derived from the Anti-Money Laundering and Terrorist Financing policy within the scope of the team

**What you will need to apply**

More than 2 years of verified experience in QA in Customer Service areas (preferable in industries such as: e-commerce, banking, insurance, telecommunications)

Professional career in systems, administration or related fields

Verbal and written fluency in English (advanced level)

Excellent interpersonal communication skills

Advanced Office suite management

Team and goal oriented

Advanced problem solving and multitasking skills

Passion for service improvement

Adaptability and flexibility

Detail-oriented analysis

Planning, organization and persuasion

Excellent diction and logical reasoning

**About us**:
**Our Commitment To Building A Diverse And Inclusive Workforce**

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive and safe environment, for all of our people, communities and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility and unbiased attention to each and every PayUneer so they can succeed, irrespective of gender, color or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities or the LGBTQ communities.

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