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Call Quality Analyst-3

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PayPal

27d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Business, Operations & Strategy

AI generated summary

  • You need attention to detail, call center experience, strong communication skills, and proficiency in Windows apps. Certifications in Six Sigma or CQAA are a plus.
  • You will monitor and score calls, provide feedback, maintain quality records, report trends, conduct reviews, and participate in meetings to enhance team effectiveness and compliance.

Requirements

  • Demonstrated attention to detail and knowledge of multiple functions within the Global Operations organization.
  • Demonstrated thorough knowledge of PayPal and PayPal Credit Collections services and products.
  • Must display a high level of professionalism, sound judgment, critical thinking, commitment, integrity, teamwork, and customer service.
  • Effective verbal and written communication skills.
  • Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.).
  • Basic Knowledge of internal systems and software
  • Demonstrates high levels of self-awareness and adapts style to facilitate resolution.
  • 2+ years of service related to call center or collections Quality work experience and high school diploma
  • Added advantage if has certifications of Six Sigma or CQAA
  • Report trends and make recommendations.
  • Participate in all calibration sessions each month.
  • Conduct queue reviews to validate strategy adherence and work effort is aligned with internal expectations.
  • Assist in the review of Global Collections procedure changes/modifications/development as necessary. Recommend changes and escalate issues/concerns appropriately.
  • As needed, assist in the validation of strategy and compliance related changes through queue reviews and call monitoring.
  • Audit a sample of audited calls of Quality Team members and share appropriate feedback timely

Responsibilities

  • Complete IB/OB call monitors and score them for both in house and outsourced team.
  • Provide recommendations through effective evaluation feedback and other communication forums to mitigate risks identified and enhance overall collector effectiveness.
  • Ensure quality testing records are maintained in the appropriate systems of record.
  • Participate in de-brief, training, stand-up and team meetings.
  • Report trends and make recommendations.
  • Participate in all calibration sessions each month.
  • Conduct queue reviews to validate strategy adherence and work effort is aligned with internal expectations.
  • Assist in the review of Global Collections procedure changes/modifications/development as necessary. Recommend changes and escalate issues/concerns appropriately.
  • As needed, assist in the validation of strategy and compliance related changes through queue reviews and call monitoring.
  • Audit a sample of audited calls of Quality Team members and share appropriate feedback timely.

FAQs

Do we support remote work?

Yes, we operate under a balanced hybrid work model, offering 3 days in the office and 2 days at your choice of either the PayPal office or your home workspace.

What qualifications are required for the Call Quality Analyst position?

Candidates must have at least 2+ years of service related to call center or collections quality work experience and a high school diploma. Certifications in Six Sigma or CQAA are an added advantage.

What are the primary responsibilities of a Call Quality Analyst?

The primary responsibilities include reviewing and scoring outbound/inbound calls, providing feedback for risk mitigation, maintaining quality testing records, and participating in team meetings and training sessions.

What skills are important for this role?

Important skills include decision quality, drive for results, functional/technical skills, problem-solving, relationship building, and effective written and oral communication skills.

Is experience with PayPal's products necessary for this role?

Yes, a thorough knowledge of PayPal and PayPal Credit Collections services and products is required.

How does PayPal support employee wellness?

PayPal offers various benefits, including health and life insurance, employee share options, and resources for financial, physical, and mental health to help employees thrive.

Are there opportunities for professional development?

Yes, employees are encouraged to participate in debrief, training, and calibration sessions to enhance their skills and effectiveness.

How does PayPal address diversity and inclusion?

PayPal is committed to creating an environment where all employees feel included and valued, reflecting the diverse communities they serve, and taking tangible actions to cultivate inclusivity and belonging.

What tools and software should a Call Quality Analyst be familiar with?

Proficiency in using a personal computer and applications such as Windows, Word, Excel, and PowerPoint is necessary, along with basic knowledge of internal systems and software.

Who do I contact if I have a disability and need assistance during the application process?

If you need assistance, please contact PayPal's talent acquisition team at paypalglobaltalentacquisition@paypal.com.

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PayPal

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

PayPal is a prominent financial technology company that facilitates online payments and money transfers for individuals and businesses. Their fundamental objective is to empower seamless and secure digital transactions, enabling people to manage their financial lives more efficiently in an increasingly interconnected world. At its core, PayPal strives to be the bridge that connects people with the global economy, offering accessible and convenient solutions to move and manage money, ultimately promoting financial inclusion and empowerment.