Quality of Service Specialist
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Quality of Service Specialist
Role summary - This role conducts systematic audits of KYC representatives’ ticket handling to ensure compliance, identifies trends and service delivery issues, provides actionable feedback to representatives and managers, and maintains audit documentation while contributing to the enhancement of audit standards and methodologies.
Location: Shanghai
On-site
Full-time
What you’ll do
- Evaluate KYC representatives' ticket handling through systematic review of customer interactions, documentation accuracy, and adherence to regulatory requirements, to ensure compliance with established standards, policies, and procedures
- Identify trends, patterns, and recurring issues in KYC service delivery through detailed audit analysis
- Provide constructive feedback to KYC representatives and their managers based on audit findings
- Maintain audit documentation and contribute to the development of audit criteria and methodologies
Who you are
- Solid experience in KYC
- Excellent English (spoken and written)
- Strong time management skills
- Strong team collaboration skills
- Organized and methodic
- Great communicator and collaborator
- Comfortable providing constructive feedback to others
- Analytical thinker
- Show ownership
- Thrive in an independent set up
- 1 year+ in QA role
- Be in accordance with the productivity and quality expectations of your team
- High Quality in your handling
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The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.