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Customer Solutions QA Analyst in Vancouver - Virtual Way at PayPal

Date Posted: 5/17/2019

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 277 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.

Our goal is to provide organizations with a frictionless, transparent, and reliable way to distribute funds to their global contractors, suppliers, and resellers. Built on a developer-friendly web and mobile payments technology, our payout platform unifies fragmented financial infrastructure in a singular environment. Our vision is to the pay the planet. At Hyperwallet a PayPal Service, we LOVE our customers, and we’re looking for smart, experienced, “can do” people with innate customer savvy to join our Customer Service Operations team. We value diversity, creativity, equal opportunity, and are always on the lookout for bright and talented individuals to join our team. We are proud to provide exceptional working conditions that include competitive salaries, a comprehensive benefits plan and a flexible working environment. We passionate about the work we do and the values we live by: • We Care! – we treat each other as family. Every individual is important. • We Choose Change! – we are passionate and inspired by change. • We are Funtastic! – laughter keeps it fun and fuels our creativity. • Let’s Do This! – together we will always find a way We’re looking for an individual who seeks challenge and change, thrives in a fast-paced environment, and is unrelenting in providing optimal customer experiences. Our goal is to have great ideas become products, services and ultimately phenomenal customer experiences. We are looking for driven team players whose goal is to establish excellent customer based experiences with our company. Demonstrating a passion and dedication to your role will provide opportunities for personal and professional growth within Hyperwallet a PayPal Service. Job Purpose Summary The Sr. Quality Assurance Specialist role is based in Vancouver working within the CS Ops department and reports to the Director of the Contact Center. The ideal candidate for this role has a combination of leadership, product knowledge, inquisitive and analytical nature and they are used working in a fast paced, changing environment. You will be responsible for establishing contact standards and consistency. This includes reviewing and auditing chat, email and telephone interactions along with reviewing and investigating customer survey responses for the Contact Center. Your key area of focus will be to provide leadership for the quality assurance specialist, identifying areas of service improvement and developing programs that improve the overall quality of the customer’s experience when interacting with the Contact Center. You are committed to the overall quality of the customer interactions, making improvement recommendations and monitoring results with a strong emphasis on standardization and consistency. This is a highly visible role, interacting across all levels throughout Hyperwallet a PayPal Service's organization. To succeed in your role, you will need to be an analytical leader with experience in promoting contact quality and customer experience. Attention to detail, the ability to clearly communicate trends, provide recommendations and a knack for generating practical, actionable insights are a must. To excel in this role, you will need to develop a deep understanding of all facets of our business. The primary responsibilities are outlined below. These should be viewed as a baseline, as the position will continue to evolve and grow to meet the ever-changing requirements/needs of the department. Responsibilities and Accountabilities: • Analyzes & reviews service data including chat, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards and consistency within the Contact center. • Reviews and makes improvements to QA forms, tools and processes used to determine interaction quality • The Sr. QA specialist will also be responsible for providing leadership and direction to the QA specialist • Facilitating calibration sessions regarding our quality program. • Provides structured and timely recommendations; verbal and/or written feedback to Contact Center leadership • Create a roadmap and run our QA program. • Develops and conducts group sessions for CS Leadership that address service quality deficiencies and/or improvement opportunities. • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all contact center teams. • Uses contact center tools to gather data and analyze trends or patterns affecting quality. • Collaborates with CS Leadership to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Qualifications: • Bachelor’s degree or equivalent business experience required • 3 to 5 years’ experience in customer service and/or technology support required. With a minimum of 1 year in a leadership role • Detail oriented with an ability to explain and develop workflows • Experience working in a quality assurance environment • Demonstrated ability to provide constructive feedback and call coaching to agents and direct report • Proven ability to effectively manage multiple activities of varying complexity • Ability to handle tight deadlines and time constraints • Experience writing business proposals and recommendations • Proficient in MS office programs and excel, word, PowerPoint • Excellent written, verbal, analytical and communication skills. • Ability to learn quickly, adapt to change and be flexible in nature • Demonstrated ability with the design and application of innovative ideas, developing creative solutions and process improvements • Ability to work in virtual team environment. • Minimum of 9 months in your current position (internal candidates) • Knowledge of International Payment networks such as SEPA, PAYMUL or ACH would be an asset • Bilingualism would be considered an asset

Justification Code: Q22019L-001


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.

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