Senior Specialist, Quality Assurance Quezon City, Philippines

Are you looking to build a career with great impact in an inclusive and high-performing organization? How about joining an international company that fosters a positive talent journey where employees are encouraged to continue learning and developing? Then its time to join Western Union as a Senior Specialist, Quality Assurance.

Western Union powers your pursuit.

The Senior Specialist, Quality Assurance is responsible for evaluating and documenting quality reviews to ensure Platform Operations teams comply with the procedures and regulations of the organization, meet program expectations, and customer service standards.

Your role is responsible for conducting Quality evaluations and audits on Platform Operations processes, standards, and specifications, ensuring quality standards are maintained and adhered to. In addition to this, you may assist in onboarding/certification process, and identifying opportunities for process improvement, designing, implementing, supporting, participating, and executing Quality Assurance initiatives.

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.

Role Responsibilities

• Ensuring quality standards are maintained and adhered to while performing Quality Assurance evaluations / audits that will reflect on the decision making of our Platform Operations team members.
• Providing feedback to specialists which will also be provided to supervisors and managers.
• Contributing to the development and implementation of new Quality Review processes and tools

Role Requirements

• Bachelor's degree
• 1+ years experience in Customer Experience / Operations area or similar related field. Plus, experience in quality assurance would be considered as an advantage.
• You have strong communication skills.
• You are analytical, proactive and detail oriented.
• You are expected to be able to work both individually and as a team contributor.
• Fluency in English both verbally and in writing.

We make financial services accessible to humans everywhere. Join us for whats next.

Western Union is positioned to become the worlds most accessible financial services company transforming lives and communities. Were a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. 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.

Just as we help our global customers prosper, we support our employees in achieving their professional

aspirations. Youll have plenty of opportunities to learn new skills and build a career, as well as receive a

great compensation package. If youre ready to help drive the future of financial services, its time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

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
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Philippines specific benefits include:

• Paid Time Off
• Health card (HMO) coverage with unrestricted dependents from day 1 of employment (65 years old and below for parents and 22 years old and below for children/siblings)
• Group Term Life Insurance
• Employee Assistance Program (EAP)
• Hybrid Working Arrangement
• Unique Incentive Program

We are passionate about 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 based on race, colour, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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