Quality of Service Specialist

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 worlds underserved businesses to a rising global economy. Were a community with over 2500 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 workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

Manila On-site Full-Time

What youll 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

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