Quality Assurance Specialist - Call Center

Paysafe delivers a full suite of payments solutions. From card issuing to acquiring; from payment gateways to merchant accounts; from fraud and risk to compliance; from digital wallets and mobile to invoicing - 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, Bulgaria, Austria, India, Canada and the US.

We are currently looking for a Quality Assurance Specialist – Call Center. 

Reporting to the Business Process Manager, the Quality Assurance Specialist will be a shared resource between the Global Operations teams in Montreal CA and Cambridge UK.  The QA Specialist will help create and maintain quality assurance standards across the contact centers-in both regions. The QA Specialist will also have a secondary responsibility in managing and maintaining several reporting needs for both regions which will need to be supplied on a daily, weekly, and monthly basis.  The Quality Assurance Specialist will work closely with management to analyze processes and procedures to find opportunities for improvement and alignment based on trending discovered via reports or QA.

QUALIFICATIONS:

The successful candidate has at least two years or more of experience in Quality Assurance and is comfortable working with teams in a variety of areas, including technical and business operations.  The candidate must be extremely proficient in tools like Visio and Excel, and regularly takes the initiative increase his or her skills in different technologies.  The candidate is a multi-tasker and enjoys the dynamics of working on several different projects for more than one team at the same time. Although very attentive to detail, the successful candidate understands how building out and maintain proper Quality Assurance processes and producing accurate and dynamic reporting can affect the bottom line. 

EDUCATION and EXPERIENCE:

• 2+ years’ experience in Quality Assurance in scoring calls and providing feedback to agents on the calls scored.
• Excellent time management and organizational skills.
• Bilingual: English and French. Excellent written grammar in both languages is essential and may be tested during the selection process.
• Intermediate skills in Visio, including the ability to produce cross-functional and specialised Visio diagrams.
• High-intermediate / advanced skills in Excel, including the ability to use pivot tables and Excel flowcharts. This will be tested during the selection process.
• Ability to work both independently and as part of a team.
• Experience working in an operational team is an asset.
• Experience in the payment industry is an huge asset.
• Experience working within a matrix or shared services environment especially is an asset.
• Experience in reporting and analytics is an asset.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create, maintain, and implement scorecards for internal and client-facing emails, live chat, and phone calls.
• Coach agents on all items scored and provide feedback via face-to-face or skype meetings.
• Work with people managers or line managers when issues arise based on call reviews.

• Produce daily, weekly, and monthly reporting for several teams in Montreal and Cambridge, not excluding ad hoc reports as needed.
• Help develop, store, and maintain materials used for scorecards.
• Make recommendations for process improvements and raising concerns based on trending reports.