Quality of Service Specialist

Manila | On-site | Full-Time What you’ll do Evaluate Customer Care representatives’ ticket handling through systematic review of customer interactions, communication quality, accuracy of information provided, and adherence to internal processes and service standards. Identify trends, patterns, and recurring issues in customer service delivery through detailed audit analysis. Provide constructive, actionable feedback to Customer Care representatives and their managers based on audit findings. Maintain audit documentation and contribute to the development and refinement of QA criteria, scorecards, and methodologies. Who you are Organized and methodic. Great communicator and collaborator. Comfortable providing constructive feedback to others. Analytical thinker. Show ownership. Thrive in an independent set up. Proficiency in MS Office. For this role you will also need Solid experience in Customer Support or customer facing operations. Excellent English (spoken and written). Strong time management skills. Strong team collaboration skills. 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. #J-18808-Ljbffr Payoneer