P
Quality of Service Specialist
full-time•Shanghai
About this role
<div class="content-intro"><p><strong>About Payoneer</strong></p>
<p>Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.</p>
<p>By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.</p></div><p> </p>
<p><strong>Quality of Service Specialist</strong></p>
<p><strong>Role summary - </strong>This role conducts systematic audits of KYC representatives’ ticket handling to ensure compliance, identifies trends and service delivery issues, provides actionable feedback to representatives and managers, and maintains audit documentation while contributing to the enhancement of audit standards and methodologies.</p>
<p>Location: Shanghai<br>On-site<br>Full-time</p>
<p><strong>What you’ll do</strong><strong> </strong></p>
<ul>
<li>Evaluate KYC representatives' ticket handling through systematic review of customer interactions, documentation accuracy, and adherence to regulatory requirements, to ensure compliance with established standards, policies, and procedures</li>
<li>Identify trends, patterns, and recurring issues in KYC service delivery through detailed audit analysis</li>
<li>Provide constructive feedback to KYC representatives and their managers based on audit findings</li>
<li>Maintain audit documentation and contribute to the development of audit criteria and methodologies</li>
</ul>
<p><strong>Who you are</strong></p>
<ul>
<li>Solid experience in KYC</li>
<li>Excellent English (spoken and written)</li>
<li>Strong time management skills</li>
<li>Strong team collaboration skills</li>
<li>Organized and methodic</li>
<li>Great communicator and collaborator</li>
<li>Comfortable providing constructive feedback to others</li>
<li>Analytical thinker</li>
<li>Show ownership</li>
<li>Thrive in an independent set up</li>
<li>1 year+ in QA role</li>
<li>Be in accordance with the productivity and quality expectations of your team</li>
<li>High Quality in your handling</li>
</ul>
<p> </p>
<p style="margin: 0in; font-family: Aptos; font-size: 11.0pt; color: black;">#LI-DW1</p>
<p style="margin: 0in; font-family: Aptos; font-size: 11.0pt; color: black;">#LI-Onsite</p>
<p> </p>
<p> </p><div class="content-conclusion"><p><strong><span data-contrast="auto">The Payoneer Ways of Working</span></strong><span data-ccp-props="{"335559738":240,"335559739":0}"> </span></p>
<p style="line-height: 1;"><strong><span data-contrast="auto">Act as our customer’s partner on the inside</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><em><span data-contrast="auto">Learning what they need and creating what will help them go further.</span></em><span data-ccp-props="{"335559739":0}"> </span></p>
<p><strong><span data-contrast="auto">Do it. Own it.</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><em><span data-contrast="auto">Being fearlessly accountable in everything we do.</span></em><span data-ccp-props="{"335559739":0}"> </span></p>
<p><span data-ccp-props="{"335559739":0}"><strong><span data-contrast="auto">Continuously improve</span></strong> <br><em><span data-contrast="auto">Always striving for a higher standard than our last.</span></em> </span></p>
<p><strong><span data-contrast="auto">Build each other up</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><em><span data-contrast="auto">Helping each other grow, as professionals and people.</span></em><span data-ccp-props="{"335559739":0}"> </span></p>
<p style="line-height: 1;"><span data-contrast="auto"><span data-teams="true">If this sounds like a business, a community, and a mission you want to be part of, apply today.</span></span></p>
<p><em>We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.</em></p></div>
What you'll do
- The Quality of Service Specialist evaluates KYC representatives' ticket handling to ensure compliance and identifies trends in service delivery. They provide actionable feedback and maintain audit documentation while enhancing audit standards.
About Payoneer
Payoneer is the financial technology company empowering the world’s small and medium-sized businesses to transact, do business, and grow globally. Payoneer was founded in 2005 with the belief that talent is equally distributed, but opportunity is not. It is our mission to enable any entrepreneur and business anywhere to participate and succeed in an increasingly digital global economy. Since our founding, we have built a global financial stack that removes barriers and simplifies cross-border commerce. We make it easier for millions of SMBs, particularly in emerging markets, to connect to the global economy, pay and get paid, manage their funds across multiple currencies, and grow their businesses.
Our only official Help channel on LinkedIn: https://www.linkedin.com/showcase/payoneer-help/
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Frequently Asked Questions
What does a Quality of Service Specialist do at Payoneer?
As a Quality of Service Specialist at Payoneer, you will: the Quality of Service Specialist evaluates KYC representatives' ticket handling to ensure compliance and identifies trends in service delivery. They provide actionable feedback and maintain audit documentation while enhancing audit standards..
Is the Quality of Service Specialist position at Payoneer remote?
The Quality of Service Specialist position at Payoneer is based in Shanghai, Shanghai, China. Contact the company through Clera for specific work arrangement details.
How do I apply for the Quality of Service Specialist position at Payoneer?
You can apply for the Quality of Service Specialist position at Payoneerdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.