Analyst, Quality Review (Maternity cover)

Quality Review Analyst (Maternity cover) – Vilnius, Lithuania

Are you good at conducting research and analysis of issues concerning patterns and trends from Quality evaluations, audits, calibrations and speech analytics? Join Western Union as an Analyst, Quality Review!

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations We're a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.

Better requires process, discipline and simplification

In this role you will be responsible for conducting research and analysis of issues concerning patterns and trends from Quality evaluations, audit, calibrations, speech analytics and VOC tools. You will be leading functional process reviews, reporting issues, giving recommendations based on the performed analysis while investigating potential areas of improvements. This will require to interact with different workgroup to discuss areas of improvement and to generate ideas that lead to gains both within the quality analysis & process improvement framework as well as from a customer service perspective

This role will be also responsible for evaluation and documentation of quality reviews to ensure Global Operations teams comply with the procedures and regulations of the organization, meet program expectations, and customer service standards.

This will involve a high level of communication and liaison with all areas of the business to assist in implementation of solutions in line with key business objectives and drivers.  You will have a strong customer focus together with a solid focus on delivery and completion of tasks within agreed timeframes. You will possess a detailed understanding and appreciation of the importance that the efficient delivery of customer inquiries has on the overall customer service experience. Your excellent written and verbal communication skills will allow you to communicate effectively with key internal and external stakeholders.

Here are some skills, attributes and qualifications you will have:

• Bachelor's degree, equivalent job experience in financial services industry

• 2+ years of experience in Customer Experience / Operations area or similar related field. Plus, experience in Quality Assurance would be considered as an advantage

• You have proven strong communication skills

• You are analytical, proactive and detail oriented

• You have the ability to multi-task, adapt to constantly changing processes, to grasp new concepts and integrate quickly to deliver results

• You are expected to be able to work both individually and as a team contributor

• Fluency in English – both verbally and in writing

Join us, and let's move money for better

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

Inclusion and diversity are fundamental to our culture and success. Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status, or any other protected category.

The monthly gross base salary is 1525 – 2399 EUR.This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of the Western Union total compensation package, which includes short-term incentives, multiple health insurance options, accident, and life insurance, and access to best-in-class development platforms, to name a few! The Recruiter will share other benefits specific to your location and role during the interview process.

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