ABOUT QUADPAY

At QuadPay, we’re here to simplify, streamline and automate how you pay and save every day by offering fast, fair and seamless payment solutions online and in-store. As a business, we strive to be unlike others in the industry as we continue to help businesses grow by offering a best in class product, driven by the most innovative teams in the industry. 

Recent global changes and advancements have meant relentless product innovation, in the goal to be the next generation of payments.

We’re people, just like you who think purchasing shouldn’t be so inflexible!

We are currently in hyper-growth phase and as such are looking to grow teams in almost every department in the company - come change the industry with us, and love coming to work every day.

We’ve built an amazing culture at QuadPay and in a short space of time (since 2017), our teams are proud to work hard to provide innovative solutions to our valued customers and partners. Our values are in everything we do, and are as diverse and as inclusive as our global workforce. These include but are not limited to: Customer First, Own It, Raise the Bar, Stronger Together and Change the Game!

QuadPay is part of Zip Co (ASX:Z1P).

The Contact Center Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and emails responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall QuadPay customer’s experience. We are looking for an enthusiastic, energetic self-starter to join our team. Our purpose is to cultivate exceptional customer experience through established best practices.

What You'll Do:

• Perform phone, email and chat quality reviews; monitors customer interactions to analyze and evaluate customer service skills against established quality metrics, including but not limited, to interaction process measurements, accuracy of information provided, tone of employee, effective contact management, and demonstrated professionalism using a proprietary Scorecard System.
• Document quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
• Provide feedback to offer positive reinforcement and drive continuous improvement working directly with our offshore agent base or leadership team.
• Demonstrate, advocate, and reinforce a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.
• Participate in and facilitate quality calibrations with our internal contact center teams and our outsourced partners providing feedback in a concise and constructive manner.
• Complete quality projects designed to measure business compliance with certain regulatory requirements as needed.
• Provide insights on staffing needs and work with Real Time Analysts to ensure staffing needs are met.

What You Should Have:

• 2+ years customer support experience in a high volume contact center with 1+ years of experience in a quality assurance role.
• Payments industry experience a plus. 
• Advanced working knowledge of Zendesk, AirCall, Intercom, G-suite, PowerBi, Stripe. Sift and other reporting tools.
• Ability to create comprehensive findings from weekly reports; ability to read and interpret reports provided by our partners.
• Ability to abstract information from multiple sources and input detailed, accurate information.
• Passion for working in a fast-paced environment, with the ability to adapt quickly to change.
• An exemplary work ethic, a “get it done” attitude and high personal accountability.
• Self-motivated critical thinker with the ability to work independently. 
• Strong organizational and prioritization skills, with a proven ability to manage multiple projects and deadlines effectively.
• Ability to maintain objectivity and lack bias in evaluations.
• Proven ability to exceed customer service standards.

Technology is changing the way people interact with the world and we’re bringing that revolution to the way people shop and transact. We allow shoppers to buy anywhere, at anytime - and pay in 4 interest-free, automatic installments over 6 weeks. You get the product right away and QuadPay will pay the merchant upfront. 

We're looking for someone who can join our high-functioning team of passionate support professionals and we value a range of diverse backgrounds, experiences, and ideas. We pride ourselves on diversity and creating an inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.

We're growing very quickly and always looking for talented people to join our team and help transform the way consumers shop and pay!