Job Information
Western Union Quality Assurance Specialist in Vilnius, Lithuania
Quality Assurance Specialist – Vilnius, Lithuania
Are you ready to offer up your skills in a global business that is committed to moving money for the better? How would you like to be part of a Quality Assurance team that helps employees maximize their potential? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Quality Assurance Specialist.
Role Responsibilities
Ensure quality standards are maintained and adhered to while executing the Quality Assurance program.
Provide clear and concise feedback with recommendations to key internal and external stakeholders.
Coordinate and deliver calibration sessions to subsequently share the discussion points on meeting minutes.
Through the execution of Quality Assurance program, including calibrations, insights derived from reviews, evaluations etc., identify opportunities for business, training, and process improvements.
Deliver Quality Assurance onboarding/certification to new hires and support cross-training needs for other Quality Assurance Specialists.
Support with Internal language assistance requests, if proficient in additional language.
Participate in development and implementation of Quality Assurance processes, documentation and tools, including integration of new technologies.
Role Requirements
Bachelor’s degree or its equivalent, and 1+ years’ experience in Customer Experience/Operations area or similar related field. Experience in Quality Assurance is desired.
Fluency in English . Fluency in second/additional language- would be considered as an advantage.
Strong verbal and written communication skills.
Good time management, organizational and collaboration skills.
Strong customer focus together with a solid ability to deliver and complete tasks within expected timeframes. Needs a detailed understanding and appreciation of the importance of meeting Customer, Business and Compliance critical objectives.
Intermediate knowledge of the main MS Office tools (Word, Excel, PowerPoint, Teams).
Basic understanding of AI and Machine Learning process to evaluate call data, familiarity with AI driven tools used for speech and sentiment analysis
Adept at critical thinking to interpret results accurately and decide on the appropriate actions or recommendations.
Proven ability to analyze large data sets and interpret complex information to validate AI tool findings and integrate these insights into meaningful Quality Assurance metrics.
Proven ability to explain complex concepts and data into simple terms and actionable business insights and/or coaching to non-technical stakeholders, including customer service agents and management.
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. We’re 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. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.
Salary
The monthly gross base salary range is 1475 – 2616 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that align with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.
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 Lithuania-specific benefits include:
This specific role is eligible to receive conditional second language allowance
Private Health Insurance (3 options)
Life & Accident Insurance
Additional days off
Wide variety of discounts and special offers
Free Fitness facilities
Volunteering activities
Referral program
Relocation Buddy support upon request
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.
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, color, 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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Estimated Job Posting End Date:
07-29-2024
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.