Senior Specialist, Merchant Quality and Reporting

About the role

The Senior Specialist, Merchant Quality and Reporting is a key member of the Merchant Experience team. This position will partner with all merchant experience lines of business (Messaging, Inside Sales, National Sales, and Training) to develop, maintain and evolve our merchant quality scoring process. Additionally, this role partners with leadership to coach associates on key behaviors, provide consistent reporting and advise future training needs.

Responsibilities

• Develop, maintain and evolve call quality monitoring and scoring, including partnering with managers to coach associates in key performance areas
• Deliver timely individual and team performance score cards to leadership
• Responsible for daily, weekly, and monthly metric dashboards and reporting
• Responsible for maintaining and updating changes to training and QA materials with various reports, dashboards, process and procedure docs, and training materials
• Host call calibration and listening sessions with leadership and industry teams
• Work together with Sales and Risk teams to improve QA process
• Perform other duties and/or special projects as assigned

Qualifications/Requirements

• Minimum of 1 year of Merchant Experience, Training or Quality Assurance experience
• Excellent PC skills (navigating multiple applications/system/experience with MS Office)
• The required availability hours for this role are Monday – Friday 8am – 6pm EST with the willingness to work a flexible schedule including overtime and weekends

Desired Characteristics

• 1-year Quality Assurance experience or similar
• Strong interpersonal skills including demonstrated ability to communicate effectively, experience coaching and leading others
• Demonstrated ability to lead & influence a team in a professional environment
• Excellent PC skills (navigating multiple applications/system/experience with MS Office)
• Strong written & verbal communication skills
• Demonstrated organization, prioritization, time management skills
• High integrity & ability to handle confidential information
• Proven ability to manage multiple tasks, flexibility and adaptability to meet business needs
• Fluent in English and Spanish

Pay

The hourly rate range for this position is $25.50 - $35.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Schedule

The required availability hours for this role are Monday – Friday 8am – 6pm EST with the willingness to work a flexible schedule including overtime and weekends.