Quality Analyst

El Paso, TX

Who you are:  

SumUp is seeking an enthusiastic and motivated Quality Analyst to join our team. The Analyst will monitor inbound calls and other communications to assess customer experience representatives’ demeanor, technical accuracy, customer service performance, and other operational best practices.  The Analyst will also synthesize findings into actionable coaching and training opportunities. The ideal candidate is a self-starter who is able to independently manage their time as well as someone with strong team and relationship building skills. 

Who we are:

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is a financial technology company that allows businesses of all sizes to receive payments quickly and simply, both in-store and online. Named as Europe’s fastest-growing company in the Inc. 5000, SumUp supports over 4 million merchants globally and operates in 34 markets across Europe, the U.S., South America, and Australia. With its point of sale systems, card terminals and online services relied upon by businesses of all sizes – SumUp is the partner of choice for small businesses from every walk of life.

What you’ll do:

• Working in our El Paso office, you will quickly learn and absorb information on Sumup products, Ops processes, and customer experience (CX) best practices
• Monitors CX Team calls and communications
• Compiles organized and accurate data around performance at individual and group levels
• Provides actionable data, trends, insights to call center team leaders, managers, the Learning & Development team, and various cross-functional teams
• Supports with rep training sessions and process documentation as needed
• Is able to provide accurate feedback to both CX reps directly and leadership in an effective manner
• Performs other duties as assigned

What we're looking for:

• 2-3 years call center experience (preferably in a QA type role)
• Bachelor Degree a plus
• Strong writing and communication skills
• Prior experience coaching call center reps and working with leaders regarding rep feedback preferred
• Proficient with basic Excel and data compilation skills
• A self-starter who will take it upon themselves to go above and beyond
• Outstanding customer service skills and dedication to providing exceptional customer care
• A team player who enjoys working with others, contributing to projects, and building cross-functional relationships
• Strong problem solving skills to seek resources and information to answer questions
• Strong critical thinking skills to continue to take on a variety of tasks, learn new things, and provide value in a fast-paced environment
• An eye for organization and which questions to ask to help define and clarify a process
• Experience identifying issues or opportunities within existing operational procedures and protocols

 Compensation: 

• $30,000-$40,000 annualized
• Compensation will be finalized based on the candidate’s experience and location

Benefits & More:

• 22 days of annual PTO plus 11 paid holidays
• 401(K) matching 
• We’re a truly global team of 3200+ people from 60+ countries, working to help small businesses across 3 continents.
• Startup environment and small, cross-functional teams 
• Medical, Dental and Vision benefits, along with too many to list!
• Benefits that holistically support your physical, emotional, and financial wellbeing
• Career Coaching & Development
• Sabbatical after every 3 years of employment

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.