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Western Union Lithuania ~ European Regional Operations Center

Quality Specialist (Global Fraud Claims) with French/German/Spanish or English language

Vilnius - Western Union Lithuania ~ European Regional Operations Center

About position:

How about an opportunity to be shape shaper and one of team members, responsible for ensuring excellent quality service is delivered to our customers through accurate call analysis and reporting of performance against quality measures specific to fraud claims?

We’re seeking a Quality Specialist based in our Vilnius, Lithuania office.

The position holder will need to be committed to performance improvement and to providing recommendations for exceeding customer expectations of all contacts within the Contact Center environment. This will involve a high level of communication and liaison with all areas of the business to assist in implementation of solutions in line with key business objectives and drivers. You will possess a detailed understanding and appreciation of the importance that the efficient delivery of customer inquiries has on the overall customer service experience.

Sound interesting? Here are some specifics:

  • Monitor quality of interactions of Contact Center team members with customers and evaluate interactions against standards and provide feedback to the Training Team with recommendations.
  • Ensure interactions meet company policies / procedures in all the Contact Center sites.
  • Provide regular unbiased and constructive feedback sessions to staff on their customer interactions and if improvement is required ensure a proper plan is put in place with their Team Leader to ensure quality level is raised.
  • Integrate Quality Monitoring Process Improvement programs to ensure overall performance improvement.
  • Run calibration sessions with other teams to ensure cross-departmental feedback on quality monitoring.
  • Support the Process and Team Supervisor in liaising with other Contact Center teams to ensure standard measurements for quality across the organisation are in line with industry standards.
  • Offer feedback on measurements and interactions across teams and work together to improve the process across the organisation.
  • Provide superior service and build strong relationships with internal clients.
  • Assist the Team Leader with decisions through providing reports on quality of service as well as project updates and areas of process improvement.

What you will need to succeed:

  • Bachelor’s degree and similar work experience.
  • Spoken and written fluency in English and French/German or Spanish.
  • Good communication, presentation and time management skills.
  • Strong customer focus with a solid focus on delivery and ability to collaborate with different stakeholders.
  • Strong interpersonal, analytical, problem-solving, prioritization, decision making skills.

What will make you stand out:

  • Working experience with process improvement and implementation.
  • Experience in global, multicultural environment, especially in call centers.
  • Knowledge in LEAN, Six Sigma, Agile and certificate will be an advantage.

What’s in it for you?

  • Ongoing learning and career development opportunities.
  • Ability to be involved in process improvements, initiatives and project work.
  • You will be part of a fast-growing business, working in an interesting multicultural environment with opportunity to collaborate across borders.
  • An attractive base salary is on offer depending on skills and experience, along with a comprehensive benefits package.
  • As a member of our team you will be also be involved in our global employee recognition program.
Western Union Lithuania ~ European Regional Operations Center

Western Union Lithuania ~ European Regional Operations Center

Western Union is here for what's next. Each day, our diverse global teams invent and build new ways to send, save, and spend money. Wherever our customers are in the world, whatever currency they prefer, we're evolving to meet the demands of tomorrow. When we help make financial services more accessible to people everywhere, we transform lives and communities, positioning us to become the world's most accessible financial services company. That's our vision, and we need talented, forward-thinkers like you to help make it a reality.

Our European Regional Operations Center (EUROC) is the largest Western Union location and one of the biggest employers in Lithuania. Our 1500+ employees represent 60+ nationalities, speak 24 languages, and hold a variety of influential roles. We drive innovative business solutions and develop new ways of connecting people to the global economy.

Our inclusive culture champions our teams’ unique backgrounds & perspectives while reflecting the global communities we serve. Western Union Lithuania makes this a reality by hiring those who can support our customers. We’re always looking for German, French, Dutch, Romanian, Bulgarian, Italian, Spanish, Portuguese, Norwegian, Swedish, and Russian speakers for roles in Operations, Compliance, and Fraud. If you’re ready to work with diverse teammates from around the globe, then it’s time for what’s next. Western Union.
information about Western Union Lithuania ~ European Regional Operations Center
3016 €
Avg. salary gross
(98% didesnis už LT vidurkį)
1322
Number of employees
50-100 mln. €
Revenue 2022 y.
Distribution of employees by salary (before taxes):
25% earn up to 2104 €
25% earn 2104-2650 €
25% earn 2650-3502 €
25% earn more than 3502 €