Quality Of Service Team Leader - Maternity Leave Replacement

 We are seeking an experienced Quality Service team leader who will play a crucial role in Payoneer’s call center's success. 

Note: This is a temporary position covering maternity leave.

What you will be spending your time on:

• Manage a complex and global team of QA specialists with different sets of knowledge (Service and Customer Journey).
• Continuously identifying, evaluating, and combining relevant customer feedback data sources.
• Identifying and communicating quality concerns and process/policy adherence issues to higher management for transparency & improvement.
• Lead a holistic approach to analyze the QA gap and jointly follow them with cross-units
• Creating, adjusting & monitoring Quality mechanisms and methodologies for Customer Journey flows.
• Monitoring and evaluating the effectiveness of training & quality programs through knowledge and performance assessment and supplying recommendations for improvement as needed.
• Conducting internal team alignment and efficiency checks; to be measured by KPIs and defined metrics.
• Detecting opportunities and areas of improvement for new and existing employees on the team.
• Working with managers and QA analysts from our outsourced sites in all our locations, driving Quality Mindset and quality flows, as well as delivering feedback on quality items.

For this role, you are also:

• A strong leader and clear management routines
• Accountable
• Data-driven
• Top presenter to peers and management
• Methodical & organized in your day to day
• Efficient in working with different teams
• Great communication skills
• A detail-oriented professional who thrives in finding that mistake that everyone missed.

Have you done this kind of stuff?

• At least 3 years of experience working in a Customer Service/Operations team
• At least 1+ years of experience working in a Quality related position
• Previous managerial experience
• Previous experience working with global teams
• Excellent English speaker
• Excellent written and verbal communication skills to inspire change across the company
• Excellent at identifying trends, gaps in knowledge/ flows, and driving action
• Proficient with Microsoft Office
• Presentation skills

Not a must but a great advantage:

• Training or knowledge management background
• Data analysis background
• Risk and Compliance background

#LI-Hybrid 

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