Analyst, Quality and Customer Care

hace 2 semanas

Buenos Aires, Argentina Western Union A tiempo completo

**Analyst, Quality and Customer Care**

Would you like to help us run our tax accounting function as efficiently as possible? Are you ready to be part of one of the biggest companies in Argentina for Bill Payments and Money Transfer by making a difference with your expertise and professional contributions? Join Western Union as an Analyst, Quality and Customer Care.

**Western Union powers your pursuit.**

**Role Responsibilities**
- Design of transactional, relational and exploratory surveys. Creation of dashboards for further analysis and ad hoc internal presentation with a design style according to the target audience. Analysis of the results based on the ones obtained through the Likert Force scale.
- Inter-area analysis of the needs to be surveyed, proposal of clear questions and presentation of the project, responsible for the close loop and subsequent inner loop with the areas.
- Responsible for leading the experience committee, working with other areas to detect in the detractors the main pain points. Follow up of action plans, root cause analysis with SMART methodology and follow up of good practices and continuous improvement.
- Creation of a Journey Map to define the highlights to work on in the customer lifecycle.
- Generate market research to achieve adoption of CX best practices. Engage in active customer interaction and feedback analysis to create voice of the customer related reports. Evaluate the success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES);
- Reproduce issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders;
- Creating process flows and test cases by recognizing problem areas, analyzing solutions and generating recommendations for resolution.

**Role Requirements**
- For this role, we require you to have a bachelor’s degree in Engineering, Business Administration, Marketing, or relevant experience in positions that require analysis of large volumes of data and Analysis of Customer Satisfaction Surveys.
- You will have a good Knowledge of analysis and reporting tools (Excel, Power BI, Qliksense), along with an advanced knowledge of PowerPoint.
- Also, you will have experience in managing performance and business operational indicators and KPIs, also in leading Focus Group and telephone surveys.
- Effectiveness to communicate with impact. Your outstanding analytical and communication skills along with your attention to detail will help you to succeed in this role.
- Proactive and customer focused, you will be able to deliver multiple projects simultaneously.
- You will have the ability to prioritize your workload effectively and adapt to any changes in the processes within the organization.
- As you will be part of a global team, English is desirable.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Argentina specific benefits include:

- Gift vouchers for marriage, for birth, others.
- Discounts at universities.
- Discounts at gyms and shops.
- 10 days off for non-pregnant mother/father.

**Our hybrid work model**

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

LI-AG1 #LI-Hybrid

Estimated Job Posting End Date:
01-05-2025

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