Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a
culture of inclusion
for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Sr Analyst, Customer Experience - SCI0183
Overview
Ethoca’s Customer Experience team is looking for a Senior Analyst, Customer Experience (Operational Quality Assurance) who will play a vital role in the Customer Experience team by ensuring the success of our customers across all phases of their lifecycle. They will be accountable for ensuring the Customer Success and Product Integration teams are adhering to the documented procedures, and that all errors are remediated in a timely manner. In addition, the individual will identify and support ongoing opportunities for enhancing operational excellence and customer experience by leveraging best practices and fostering an environment of continuous improvement. Our ideal candidate is a self-starter with a strong focus on process improvement who enjoys working to remove barriers that hamper or prevent the successful execution of processes and strong collaboration. They must also be relentless about delivering exceptional experiences for our customers and ensuring our Customer Success and Product Integration teams are doing the same.
Role
In this position, you will:
- Perform quality reviews & provide performance feedback across both Customer Success and Integrations teams identifying the immediate error and room for process improvement alongside trends at an individual performance level
- Collaborate closely with our Voice of Customer and Operations teams to identify customer impacting performance trends allowing us to enhance customer and employee experience
- Be a driving force in recommending and implementing process improvement initiatives including new operational controls to reduce error and improve customer experience. This will include driving these changes to completion by internally collaborating with the appropriate team(s) and prioritizing the most impactful items
- Gain an expert understanding of what our Customer Success and Integrations teams do. Step into their shoes to understand how and why they do what they do allowing you to effectively understand the impacts of quality and how to prioritize change
- Ensure processes are established, understood, and followed to minimize operational risk to our customer experience
- Design QA summary reports to provide trend analysis on development opportunities for our Customer Experience leadership team
- Other duties as assigned
All About You
To be successful in this role, here are the key skills you’ll need:
- Advanced customer experience and/or quality assurance experience is desired
- Strong attention to detail and commitment to producing high quality work
- Effective time-management skills, problem-solving and multitasking abilities
- Working knowledge of Salesforce.com and JIRA
- Excellent communication skills (both written and verbal) demonstrating empathy, patience, and the desire to help elevate our team and customer experience
- Proficiency with Microsoft Office – PowerPoint and Excel
- Be passionate about customer and employee experience. In this position, you’ll have a unique insight into both and can effect change to ensure we’re delivering against our world class experience commitment
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
