From an Australian-born company to a rapidly growing global business, we’re on the ride of a lifetime!

We’re on a mission to be the world’s most loved way to pay. We love connecting our customers with brands they love and empowering them to spend their money and buy what they want in a responsible way. We’re all about building a high-performing team, where our teams come to work to be the best they can be. We are grounded in reality and work together to achieve the extraordinary.

It’s a fast-paced business and that’s the way we love it. We know that world class talent is the only way to pave our future success, so come and work with some of the brightest minds and be part of the once in a lifetime ride.

The purpose of this role is to monitor and evaluate for consistency in Effortless Experience.  You will ensure that our customers around the globe have the best possible service experience.

With exceptional analytical and assessment skills you will drive continual improvement across everything we do; monitoring and evaluating customer experience to ensure adherence to compliance and the Clearpay/Afterpay Way across the globe.

The Service Excellence Analyst  is an exciting and fast paced role, in a growing fintech company.  The successful candidate will ensure strong service delivery across both our digital and voice channels by monitoring and evaluating the performance of others.

With a keen eye for detail you will be a savvy quality assessor, able to make the right judgement to drive continual improvement.

Key responsibilities:

• Monitor and evaluate interactions to provide coaching and feedback
• Facilitate and participate in calibration sessions to ensure we have the same understanding of what great looks like across the globe
• Participate in deep dives to build robust gap analysis.
• Make firm recommendations in terms of plugging any gaps identified, feed into knowledge management and training development teams.
• Work closely with internal and external stakeholders (off-shore suppliers)

Other:

• Other tasks and ad hoc projects within the scope of the role may be required from time to time

Experience in Operations within retail and/or the banking/finance industry is preferred.

Attributes:

• Possess   strong   presentation,   communication,   ability   to   demonstrate   sound reasoning and judgement.
• Ability to exercise discretion and independent decision-making.
• Strong ability to multi-task and work under time constraints to meet deadlines.
• Excellent attention to detail and accuracy.
• Strong communication skills, both written and verbal in English and preferably in French also.
• Added bonus if able to communicate verbally and in writing in Spanish and Italian.