analyst, customer experience DeliveryWestern Union

Analyst, Customer Experience Delivery - Quezon City, Philippines
Are you good at conducting research and analysis of issues concerning patterns and trends from Quality evaluations, audits, calibrations and speech analytics? Join Western Union as an Analyst, Customer Experience Delivery!
Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 8,000 people serving 200 countries and territories. We believe when money moves, better things happen.
Better starts and ends with the customer
In this role, you will be responsible for conducting analysis of customer data from Quality evaluations, audits, calibrations, speech analytics and VOC tools to improve end to end customer experience. You will be leading functional process reviews, reporting issues, and giving recommendations based on the performed analysis while investigating potential areas of improvement. This will require to interact with different workgroup to discuss areas of improvement and to generate ideas that lead to gains both within the quality analysis & process improvement framework as well as from a customer service perspective. You will also be responsible for evaluation and documentation of quality reviews to ensure Global Operations teams comply with the procedures and regulations of the organization, meet program expectations, and customer service standards. This will involve a high level of communication and liaison with all areas of the business to assist in implementation of solutions in line with key business objectives and drivers. You will have a strong customer focus together with a solid focus on delivery and completion of tasks within agreed timeframes. You will possess a detailed understanding and appreciation of the importance that the efficient delivery of customer inquiries has on the overall customer service experience. Your excellent written and verbal communication skills will allow you to communicate effectively with key internal and external stakeholders.
Here are some skills, attributes and qualifications you will have:
Bachelor's degree, equivalent job experience in financial services industry
2+ years of experience in Customer Experience / Operations area or similar related field. Plus, experience in Quality Assurance would be considered as an advantage
You have proven strong communication skills
You are analytical, proactive and detail oriented
You have the ability to multi-task, adapt to constantly changing processes, to grasp new concepts and integrate quickly to deliver results
You are expected to be able to work both individually and as a team contributor
Fluency in English - both verbally and in writing
Knowledge in CallMiner speech analytics tool and Qualtrics voice of the customer program is preferred
Experience in Tableau, PowerBI or other reporting and analytics tools is preferred but not required
Join us, and let's connect the world
Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.
We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.
We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.
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Western Union

Quezon City, Metro Manila
Permanent
Full-time