Customer Service Quality Assurance Analyst

**Customer Service Quality Assurance Analyst** - Madrid, Spain**

Do you thrive on working in an environment where the customer is a top priority? Are you detailed oriented with a desire to achieve the best quality? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to join Western Unions’ new Digital Banking Hub.

**Western Union powers your pursuit.**

Our overall objective when serving customers is to provide excellent service with empathy, quality, and speed. Some of the issues our customers encounter require more specialized expertise to deliver on these 3 attributes. The main purpose of this role is to help ensure that Western Union provides the highest quality customer service and that we continuously raise the bar on quality.

**Role Responsibilities**
- Perform regular and detailed Quality Assurance (QA) of the customer service our representatives provide. The focus of this QA is on the quality of the issue resolution and customer experience. This will consist of listening to calls and assessing the written communications between customers and our organization. Translation tools will be provided to overcome any language barriers.
- Provide oversight of 3rd party customer service vendors and escalate any high-priority topics.
- Produce written reports on customer service quality.
- Continuously update the criteria and standards by which Western Union evaluates the quality of its customer service.
- Regularly identify topics within customer support where additional training may be required.
- Maintain dashboards of customer care quality.

**Role Requirements**
- Experience engaging with customer service representatives, ideally in establishing and assessing the quality of customer-facing operations.
- Experience in leading Customer Service Representatives/small call center team would be considered as an advantage.
- Demonstrated ability to manage and communicate with stakeholders at various levels internally and externally.
- Strong English business language skills.
- Organizational and project management skills with the ability to break large tasks into smaller tasks that can be monitored and tracked.
- Team player with the ability to prioritize workload in line with tight deadlines and under pressure.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

Your Spain specific benefits include:

- 25 days annual leave - plus 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

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