Senior Quality Review Specialist

Senior Quality Review Specialist – Vilnius, Lithuania

Do you want to be a part of a team which helps to ensure high-quality standards and excellent customer experience within Platform Operations? Are you detailed oriented with a desire to bring creative ideas to the table? Join Western Union as a Senior Quality Review Specialist.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.

Better requires process discipline and simplification

We'll be looking to you to work within the Quality Assurance department supporting and working with various Platform Operations teams. Your role will include:

• Conducting Quality evaluations and audits on Platform Operations processes, standards, and specifications, ensuring quality standards are maintained and adhered to;

• You may assist in the onboarding/certification process, and identifying, designing, implementing, and executing Quality Assurance initiatives;

• Providing feedback with recommendations to Platform/Partner Operations Specialists/Partner Quality Evaluators, Supervisors, and Managers;

• Through calibration sessions, you will help identify recommendations on procedural and process changes, determine Quality Assurance standards, and constantly recognize quality trends and additional training needs;

• You will also assist in the development and implementation of new Quality Review processes and tools.

For this role, you will need to have:

• Bachelor's degree or its equivalent;

• Experience in Operations, within Compliance or Customer Service field with direct communication to the customers;

• Experience in Quality Assurance would be considered as an advantage.

• You have sound communication and facilitation skills;

• Also, you can demonstrate analytical thinking skills and have proven decision-making abilities;

• Proficiency working with MS Office programs is essential;

• You have flexibility to adapt and be able to manage multiple assignments while working independently, as well as a team contributor;

• We expect you to have a strong customer focus together with a solid focus on delivery and completion of tasks within agreed timeframes;

• As you will be working in a global and multicultural environment, fluency in English – both verbally and in writing is a must.

Join us, and let's connect the world

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our 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 on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

The monthly gross base salary range is 1331 – 2096 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 aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of the Western Union total compensation package, which includes short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few! The Recruiter will share other benefits specific to your location and role during the interview process.