Quality Assurance Analyst - Call Monitoring

About Us:

Paynada is a pioneering force in B2B payment technology services, committed to delivering innovative solutions tailored to our clients' evolving needs. With strategic partnerships, cutting-edge technologies, and a team of experts, we offer a diverse range of products and services, empowering businesses across the U.S. to seamlessly accept all payment types. Operating with the agility of a startup and backed by years of success and secure private financial support, we're dedicated to growing together and staying ahead in the industry.

Position Overview:

We are seeking an experienced Quality Assurance Analyst to join our team. In this role, you will be responsible for reviewing and analyzing recorded customer interviews, merchant calls, and candidate interviews to ensure compliance with company policies and procedures, identify trends, and provide insights to drive continuous improvement.

Key Responsibilities:

• Review and analyze recorded customer interactions, merchant communications, and candidate interviews to assess quality and compliance.
• Identify trends and areas for improvement in customer service, merchant relations, and hiring processes.
• Provide detailed feedback and data-driven recommendations to leadership based on your analysis.
• Analyze existing processes and workflows to identify opportunities for optimization and efficiency gains.
• Collaborate with cross-functional teams to design and implement relevant training programs based on identified knowledge gaps or skill deficiencies.
• Evaluate the effectiveness of tools and technologies used by staff and candidates, and recommend improvements.
• Serve as a subject matter expert and liaise with cross-functional teams to share insights and drive continuous improvement initiatives.

Skills:

• 2-4 years of experience in the merchant services industry, quality assurance, data analysis, or customer experience roles.
• Proficiency in data analysis, trend identification, and root cause analysis.
• Strong problem-solving skills and a solutions-oriented mindset.
• Excellent verbal and written communication skills for presenting findings and recommendations.
• Ability to collaborate effectively with cross-functional teams and strong interpersonal skills.
• Experience in identifying process inefficiencies and proposing optimization strategies.
• Understanding of customer service and hiring best practices.
• Proficiency in using data analysis tools (e.g., Excel) and familiarity with call monitoring and recording software (Bright Pattern experience is a plus).
• Knowledge of relevant industry regulations and compliance requirements.
• Demonstrated interest in staying up-to-date with industry trends and best practices, and a willingness to learn and adapt.

Benefits:

• Genuine work/life balance.
• Dynamic company culture.
• 401k with company match.
• Upward mobility and career development opportunities.
• Medical, dental, and vision benefits for employees and dependents