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Manager - Call Quality Program (SCOR) in Conshohocken at PayPal

Date Posted: 11/22/2020

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The SCOR manager operates in a key position working with sales leadership and sales effectiveness, to maintain high standards for customer experience, sales process and compliance by reporting results and trends from call quality analysis. The SCOR manager will lead a team of Quality Analysts reviewing sales calls for PayPal’s inside sales teams representing processing and business loan products. This role reports to the Sr. Manager of Sales Controls and Functional Readiness and is a Full-time, Exempt role.

Responsibilities:

• Act as a people manager for a team of Quality Analysts, supervising day to day responsibilities and working to develop their skills and process acumen.

• Provide SCOR program training to sales agent new hires during onboarding process

• Perform daily listening of sales calls to be scored and used for basis of quality compensation program.

• Report out on a weekly cadence to all of sales themes that are being observed during the listening process.

• Build out a call library for training and education purposes that highlights examples of good calls and those that have opportunity.

• Report out to management team observations and themes occurring on calls and within the system on a routine basis

• Provide insight and guidance to sales leadership and sales effectiveness for follow up coaching for sales agents  

• Make recommendations to management on process and practice improvement

• Assist with onboarding, training and program calibration for Quality Analyst new hires, and act as a mentor

• Assist in review of account escalations

• Develop and lead ad hoc projects to support BFS sales management, working with counterparts across departments to execute

• Develop processes to expand program scope or span of control and to account for business expansion into new areas; products or territories

• Act as a lead for the buildout of processes, controls and use cases for technology platform leveraged for SCOR program and sales team evaluation and optimization

Qualifications:

• Bachelor’s Degree required, preferably in Sales, Marketing or Communications

• 3-5 years’ experience in a sales driven organization, in a sales support, sales function, or quality analysis role

• Strong attention to detail, and keeps excellent documentation

• Self-starter who can work in a fast-paced, entrepreneurial environment and is adept to change

• Experience using the Microsoft office suite (Outlook, Word, Powerpoint, Excel) in a professional setting required

• Experience using Salesforce preferred


We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

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