Job description
Title: Quality Complaints Analyst
Division: EVO Ireland
Location: Dun Laoghaire, Co. Dublin
Reports to: Training Manager
Term: Permanent, Fulltime
EVO Payments International is an exciting fintech company that is dedicated to providing innovative products, outstanding service and security to its customers. We are located throughout the Americas, China and Europe. We can process in over 150 currencies in over 50 markets worldwide. On behalf of our customers, we process billions of dollars annually.
EVO plays an important role in the everyday life of millions of people. For our customers and their customers, we are the link between the parties involved in almost any type of payment transaction. We ensure that any payment is secure and properly applied and settled for each transaction. EVO offers end to end support from installing the payment acceptance solution, providing software to enhance business operations though our software partners, and troubleshooting and resolving issues that may occur from time to time for our customers.
In conducting our business, EVO is committed to creating an exciting, diverse and collaborative work environment for our employees. We know our success is the direct result of the talent, dedication, and energy of all our employees. In order to achieve this success, we share a common set of values that guides our behaviour at work each day.
The Quality/Complaints Analyst will be part of a new and exciting team within our operations department. They will report into the Training Lead and support the Service Delivery Manager with insights and process creation based on experience and project need.
Duties and responsibilities
As part of the responsibilities, the Analysts will manage QA reviews, Complaints, Targeted Training needs, insights, process and training support
QA reviews will be managed through a current QA scorecard process and call listening patterns – analysis will include:
Quality scores for Ops
Call listening and Email reviews
Targeted training needs
Training execution
Performance insights
Audits and reviews the accuracy of case processing activities to ensure compliance and consistency with administrative procedures and guidelines
Develops, produces and distributes audit reports
Complaints will be handled in a temporary and permanent manner due to growing solution availability
- Short term, the complaints will be input via form and managed manually by the QA Team collecting and reviewing information. Reports will be built based on compliance requirements and reviewed monthly to provide best experience possible
- Long term solution will involve use of a ticketing system currently in the pipeline which will allow to gather threads and provide comments directly within the tracked communication, allowing access to multiple parties involved in the complaints process. This would be in line with the on-prem requirement.
Facilitate project and process mapping teams effectively to successful completion of specific goals, as needed.
Support change management at the organizational level.
Support the development of process metrics scorecards, and reports, to support management of processes and operational performance
Skills & Qualifications
Demonstrated experience consistently achieving quality and productivity standards.
Desired candidate will have specific experience in quality & complaints analytics.
Knowledge of the payments industry in Ireland is desirable
Strong project management skills, ability to direct cross-functional processes and teams
Excellent listening, communication, presentation, problem solving, and time management skills with a record of sound business logic
Enthusiasm, energy, creativity and drive and Proven self-starter
Must be proficient in Microsoft office suite (Word/excel etc)
Working conditions
Office based
9am-5.30pm Mon – Fri
EVO is an equal opportunities employer.
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