Quality Management Analyst (Spanish Speaker)

Viva.com is Europe's first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, Viva.com's Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com's technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com's ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance.

The Role

As a Spanish-speaking AI Bot Quality Analyst, you'll focus on enhancing customer satisfaction by testing and refining bot performance. Key duties include analyzing feedback, collaborating with support teams on content improvements, monitoring service interactions, and coaching agents to ensure high-quality customer service and continuous improvement.

Responsibilities

• Test AI Bot effectiveness in all supported languages (ex. Greek, English, Spanish) and perform content related corrective actions to prompts, articles, or behavioral aspects of performance in order to enhance customer satisfaction and operational efficiency;

• Conduct daily Root Cause Analysis on neutral and negative Bot customer surveys to pinpoint improvement areas, enhancing both customer interactions and offering valuable insights and actionable feedback for refining our product and services, thereby improving customer experience and bot performance through Customer Feedback Mechanism;

• Utilize available tools to detect and address potential gaps in customer complaint logging, leading to improved complaint resolution and customer satisfaction rates;

• Provide frequent feedback to the Help Center and Knowledge Base teams for new article creation, article updates, and improvements in all supported languages to enhance user experience and accessibility of information for customers worldwide;

• Participate in the design of quality monitoring forms and quality standards to ensure that representatives are delivering a prominent level of customer service, thereby enhancing customer interactions and driving customer loyalty;

• Evaluate customer service interactions (recorded calls and online e-mail/chat responses of Customer Care) and score against published Service Standards to ensure consistent delivery of high-quality customer service and adherence to established service benchmarks;

• Perform daily Root Cause analysis for neutral & negative surveys regarding customer service interactions, conduct monthly calibrations and quizzes to identify improvement areas, ensuring continuous enhancement of service quality and customer satisfaction;

• Conduct coaching and shadowing sessions to support agents in gaining confidence with Product knowledge, Soft Skills, and Tool Usage during their initial customer interactions, fostering a culture of continuous learning and skill development among team members;

• Review timely fulfillment of customer requests and ensure compliance with company's policies and procedures to maintain service efficiency and uphold organizational standards.

Requirements

Τo be considered you should have:

• Minimum of 2 years of experience performing quality assurance in a contact center environment;

• Excellent use of the English and Spanish languages. French or Portuguese will be considered a considerable asset;

• Experience in developing and implementing QA programs highly preferred;

• Strong written and verbal communication skills;

• Exceptional listening and analytical skills;

• Proficient in Word, Excel and PowerPoint for presentations and reports required;

• Experience in Payments sector will be highly appreciated.

Benefits

Competitive compensation package;

Annual bonus based on your performance and targets' achievement;

Private health insurance for you and your family;

Top of the Line tools and equipment;

Employee Wellness Program like Daily group sessions led by professional coaches;

Career development and regular feedback to develop your skills.