Call Quality Analyst-3

**The Company**

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do - and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary: What you need to know about the role: As a Collections Call Quality and Compliance Analyst, your primary responsibilities are to review and score outbound/inbound calls and operational processes as part of the Global Collections Operations risk testing and quality monitoring program. The Collections Quality and Compliance Analyst will also escalate issues to the Collections Quality manager and/or operations management as appropriate Meet our team The PayPal Global Collections team is responsible for ensuring the integrity of our revenue stream, allowing the business continued growth and market expansion. The primary objective is to reduce loss and collection expense globally. Many different markets are represented within Collections (UK, IT, FR, NL, DE, ES).

**Job Description**:
**Your way to impact**
- Demonstrated attention to detail and knowledge of multiple functions within the Global Operations organization.
- Demonstrated thorough knowledge of PayPal and PayPal Credit Collections services and products.
- Must display a high level of professionalism, sound judgment, critical thinking, commitment, integrity, teamwork, and customer service.
- Effective verbal and written communication skills.

**Your day-to-day**
- Complete IB/OB call monitors and score them for both in house and outsourced team.
- Provide recommendations through effective evaluation feedback and other communication forums to mitigate risks identified and enhance overall collector effectiveness.
- Ensure quality testing records are maintained in the appropriate systems of record.
- Participate in de-brief, training, stand-up and team meetings.

**What do you need to bring**
- Basic Knowledge of internal systems and software
- Demonstrates high levels of self-awareness and adapts style to facilitate resolution.
- 2+ years of service related to call center or collections Quality work experience and high school diploma
- Added advantage if has certifications of Six Sigma or CQAA
- Report trends and make recommendations.
- Participate in all calibration sessions each month.
- Conduct queue reviews to validate strategy adherence and work effort is aligned with internal expectations.
- Assist in the review of Global Collections procedure changes/modifications/development as necessary. Recommend changes and escalate issues/concerns appropriately.
- As needed, assist in the validation of strategy and compliance related changes through queue reviews and call monitoring.
- Audit a sample of audited calls of Quality Team members and share appropriate feedback timely

**Competencies (Skills Library)**:

- Decision Quality
- Drive for Results
- Functional / Technical Skills
- Dealing with Ambiguity
- Composure
- Problem Solving
- Relationship buil