Quality Performance Analyst (Non-IT) - Blackpool, UK Sales Blackpool, United Kingdom

Quality Performance Analyst (Non-IT) - Blackpool, UKBlackpool, United KingdomAbout emerchantpay emerchantpay is a leading global payments company founded in 2002 to support merchants and provide services and solutions to help them navigate the payments landscape. Our passionate team of experts leads the charge in payments innovation and has created a wide range of market-leading products including global acquiring services, a robust and feature-rich payment gateway, dedicated fraud and risk management solutions plus a wide-ranging APM product suite, and our own e-wallet with a sector-specific focus on the gambling vertical. The emerchantpay group employs over 500 staff across 19 global offices, offering consumers more than 300 ways to pay in over 150 processing currencies.We are looking for a Quality Performance Analyst to join our team!Our Quality Performance Analyst will primarily focus on evaluating the communication and service performance of our direct sales contact center employees. This includes monitoring inbound and outbound calls, email responses, and other interactions to ensure technical accuracy, adherence to company policies and procedures, and the delivery of exceptional service to our clients.Responsibilities:Conduct call monitoring and evaluate email responses, providing trend data, quality reports, and feedback to the management teamParticipate in the design of call and email monitoring formats and quality standardsUtilize a quality monitoring data management system to compile and track performance metrics at both team and individual levelsParticipate in customer listening programs to identify customer needs and expectationsProvide actionable data to internal support groups as requiredCoordinate and facilitate call calibration sessions for contact center staffRequirements:2+ years of experience in a call center environmentExceptional customer service skills with a commitment to delivering exceptional serviceSelf-motivated and proactiveStrong focus on quality and customer satisfactionExcellent listening and analytical skillsEffective time management abilitiesProficiency in Microsoft Office, particularly intermediate Word, and basic ExcelBenefits:Fast-growing payment companyModern, challenging, constantly growing businessThe opportunity to make a difference and be part of an exciting team in a fun and motivating work environmentThe opportunity to progress through the company’s international team25 days of annual paid leaveUncapped commission structureEnjoy a desirable office location in Blackpool.Please apply with your CV in English. Only short-listed candidates will be contacted.The personal data of the applicants will be processed in strict confidentiality by emerchantpay Ltd., UIC 175117520 solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.emerchantpay is an equal-opportunity employer. We appreciate people with different backgrounds and mindsets and honor diversity and inclusion. To request more information contact us at
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