Senior Customer Experience Analyst (Remote)

Senior Customer Experience Analyst | MoneyGram | Poland

This position is based in Warsaw. While this is a hybrid flexible role it is required to reside in this country and visit the office from time to time.

Fluent English is a must, French (B2) good understanding is a must, Polish is an advantage.

Who we are:

MoneyGram is a customer-centric, digital-first, cross-border money movement network. Through our strong culture of fintech innovation, we’re transforming the way consumers and businesses send and receive money in nearly every country around the world.

Thanks to our cutting-edge platform and strategic partnerships with some of the world’s leading brands, we are helping our millions of customers globally do more with their money through a comprehensive suite of digital and in-person products and services.

This is all made possible by our dedicated and diverse team of professionals around the world. If you’re ready for a career journey filled with exciting opportunities, come aboard and let’s drive the future of payments together at MoneyGram!

The Numbers:

• We serve over 50 million people every year in over 200 countries and territories
• We’re a global team of over 2,000 from 36 countries around the world
• We process over $200 billion annually with digital transactions now making up about 50% of our money transfer business
• We’re known for our strong culture globally, demonstrated by:

o “Top Workplaces USA” award winner (three consecutive years in a row!)

o One of the “Best Places to Work” in the Middle East

o Winner of many regional awards, such as “Friendly Workplace in Poland” and “Top Workplace in DFW” by The Dallas Morning News

What you will contribute:

As part of the Customer Service Excellence team at MoneyGram, you will be able to actively engage internally as well as with assigned call center locations. This role plays a pivotal part in interpreting surveys data, assessing CSAT and DSAT feedback, and collaborating with internal and external stakeholders to enhance performance. This role is a key figure in achieving service excellence by using survey insight to drive operational improvements and elevate customer satisfaction.

What you’ll do:

Act as the primary liaison between MoneyGram and the assigned vendor location to facilitate effective collaboration on customer surveys initiatives. This entails coordinating analysis activities, aligning them with MoneyGram standards and ensuring the consistent execution of agreed action plans.

Analyze customer feedback from customer surveys to identify trends and improvement opportunities. Collaborate with relevant stakeholders to develop and implement action plan to enhance customer satisfaction and drive improvement in service quality.

Develop, maintain, and continuously update comprehensive training materials tailored to product knowledge and soft skills opportunities.

Actively manage and participates in assigned projects on behalf of the Customer Service Excellence team.

Generate reports on customer service results, DSAT analysis and performance metrics providing insight to the business. Present finding in a clear and actionable manner. Document customer service processes and procedures, contributing to best practices and SOPs.

Perform other duties as assigned.

This is fixed term contract (replacement).

What we’re looking for:

Education (minimum required):

Higher School Diploma

Experience (minimum required):

At least 1 year of call handling experience.

At least 3 years of quality assurance or service excellence role.

At least 1 year of experience in project management pertaining to Quality Assurance and/ or service excellence.

Experience managing external stakeholders.

Skills (minimum required):

Fluent English is a must, French (B2) good understanding is a must, Polish is an advantage.

Microsoft Office package knowledge

Strong time management and organizational skills

Strong stakeholders management skills

Excellent verbal and written communication skills

Ability to provide constructive feedback using different feedback techniques

Ability to independently manage several projects simultaneously

Ability to work under tight deadlines

Attention to details

Analytical skills

Critical thinking

Why you will love working here:

Your future is in your hands. When you start a career at MoneyGram, you join a talented and motivated team that builds the success of a trusted, global provider of innovative money transfer and payment services.

Here are some reasons it is so easy to love your career with us!

• Private Medical Care (VIP LuxMed package paid by us)
• Life and Accident Insurance (Generali package paid by us)
• Flexible remote working opportunities (use for certain roles with more flexibility on hybrid model of work)
• Social Fund (granting allowances – Holiday, New Child on Board, School Starter Kit)
• Sharing the costs of sports activities (Multisport Card paid by us)
• Corporate products and services at discounted prices
• Retirement Pension Plan contribution (PPE Program)
• Employee Referral Program
• Employee Assistance Program
• Legal assistance and advisory for non-EU employees
• A chance to make a difference with various charity initiatives
• A discretional annual performance related bonus
• Work in a dynamic and truly international business services environment (our Warsaw workforce represents more than 46 languages and 57 nationalities)

Job Types: Full-time, Temporary
Contract length: 6 months

Experience:

• call center: 2 years (Required)

Language:

• English fluently (Required)
• French (Required)
• Polish (Preferred)

Work Location: Hybrid remote in 02-673 Warszawa

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home