QA & Training Specialist - NYC/Hybrid

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Payoneer’s mission is to empower businesses to go beyond – beyond borders, limits, and expectations. In today’s digital world, Payoneer enables any business of any size from anywhere to access new economic opportunities by making it possible to transact as easily globally as they do locally.  

Payoneer’s digital platform streamlines global commerce for millions of small businesses, marketplaces, and enterprises from over 200 countries and territories.  Leveraging its robust technology, compliance, operations, and banking infrastructure, Payoneer delivers a suite of services that includes cross-border payments, working capital, tax solutions, merchant services and risk management.  Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading digital brands like Airbnb, Amazon, Google and Upwork, Payoneer makes global commerce easy and secure. 

Payoneer is seeking a Quality Assurance & Training Specialist.  The specialist will also be responsible for measuring the quality of service of our NY customer interactions. This individual will assist in identifying, developing, creating, and implementing customer care quality processes and procedures; as well as making recommendation for improvements to existing materials as needed to enhance our level of service for our customers. They will need to liaise with the relevant global teams to ensure the highest level of service is delivered to all our NY customers.

The specialist will be responsible for conducting our onboarding and ongoing training courses for NY. The specialist will conduct the CJ Payoneer Courses and help onboard new hires and conduct the ongoing curriculum for NY employees. They will need to train new hires, while evaluating their ongoing daily performance and liaising with the relevant teams to ensure this process happens successfully. Learning and conducting additional CJ training initiatives such as trainings for new company products and coaching to upskill associates may also be required.

What you’ll do:

• Conducting QA audits on our Operations team members across the America’s Region
• Liaising with the Global QA Teams to ensure proper QA processes and standards are in place and working with them to proactively identify areas of improvement.
• Facilitating the Americas new hires onboarding by teaching the CJ Payoneer Courses
• Facilitating the Americas ongoing training plan as needed/planed.
• Follow up with team leaders about the training’s outcome and associate’s performance.
• Communicate and manage QA results closely with individuals and management teams to address areas of improvement.
• Collaborate with team leaders to provide support for individuals in need

What we’re looking for:

• Bachelor’s degree or equivalent combination of education and experience
• Experience in customer care or training experience
• Proficient in MS Office
• Strong customer care and interpersonal skills
• Excellent oral and written communication
• Highly polished presentation skills, high-level proficiency in PowerPoint
• Able to maintain professionalism and use tact when dealing with agents & customers
• Excellent organizational skills and able to multiple task
• Ability to provide constructive feedback.
• Advantage: able to develop learning plans and/or workshops

***This role will be based in our New York, NY office 2+ days per week***

What we offer:

• Outstanding medical, dental, and vision insurance (individual plan 100% covered) and FSA
• 401K with employer match
• Fitness/Wellness reimbursement 
• Generous PTO, paid holidays, and parental leave
• Learning and development opportunities
• Flexible work from home schedule
• Volunteer activities
• Fun office culture with supportive leadership

Join the Payoneer Family - check out Our Values and apply today!

Payoneer is committed to fostering a diverse and inclusive workplace. Payoneer is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you are interested in applying for employment with Payoneer and need special assistance or an accommodation to use our website or to apply for a position, please email RecruitmentUS@payoneer.com. Determinations on requests for reasonable accommodation are made on a case-by-case basis.

In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This position is also eligible for a discretionary year-end bonus.

The annual base salary range for this position is: $50,000 - $150,000

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