Senior Specialist, Merchant Quality and Reporting

Role Summary/Purpose

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.

Essential 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
• Maintain and update 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
• Must not be on any active formal or final formal corrective action
• Excellent PC skills (navigating multiple applications/system/experience with MS Office)
• Must not be on any active formal or final formal corrective action

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
• 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

Grade/Level

Grade/Level: 07

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. Actual compensation offered within the posted salary range will be based upon work experience or skill level.

Our Way Of Working

We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Eligibility Requirements

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act

Legal Authorization

New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Commitment

We are proud to have an award-winning culture for all. When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.