Payoneer

1 month ago

Quality of Service Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Assist in auditing customer care interactions to ensure high-quality service, identify trends in service delivery, and provide actionable feedback to improve processes. You’ll help develop QA criteria and maintain documentation, collaborating with the care team to raise the standard of customer experience in a fast-paced, on-site role in Manila.

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

•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.
•Collaborate with cross-functional teams to implement improvements and monitor impact.

Key Requirements

•Solid experience in customer support or customer facing operations.
•Excellent English (spoken and written).
•Strong time management skills.
•Strong team collaboration skills.
•Proficiency in MS Office.

Experience:Customer supportCustomer service

Skills:CommunicationProblem-solvingTeam collaborationAnalytical thinking

Languages:English

Tech Stack:MS Office

Company Brief

Payoneer

Provides cross-border payments and financial services platform enabling businesses and professionals to send, receive, and manage international payments, multi-currency accounts, and working capital solutions to support global commerce.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: New York, United States

Founded: 2005

Website LinkedIn

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Payoneer

1 month ago

Quality of Service Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

•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.
•Collaborate with cross-functional teams to implement improvements and monitor impact.

Key Requirements

•Solid experience in customer support or customer facing operations.
•Excellent English (spoken and written).
•Strong time management skills.
•Strong team collaboration skills.
•Proficiency in MS Office.

Experience:Customer supportCustomer service

Skills:CommunicationProblem-solvingTeam collaborationAnalytical thinking

Languages:English

Tech Stack:MS Office

Company Brief

Payoneer

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: New York, United States

Founded: 2005

Website LinkedIn