Job Description

About PayU PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part ofProsusgroup, one of the largest technology investors in the world is redefining the way people buy and sell online for our + merchants and millions of consumers. As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day. The position of Manager Quality Assurance is a leadership role responsible for overseeing and managing the quality assurance function within the organization. The job description of a manager: 1. Quality Strategy and Planning: Develop and implement a comprehensive quality strategy and plan aligned with the overall business objectives. Define quality standards, performance metrics, and benchmarks to ensure consistent delivery of high-quality services. 2. Team Management: Lead and manage a team of Quality Analysts and Quality Assurance professionals. Provide guidance, mentorship, and support to team members, including performance evaluations, training, and career development. 3. Process Improvement: Identify opportunities for process improvement and optimization to enhance overall quality and efficiency. Collaborate with cross-functional teams, such as operations, training, and technology, to implement process enhancements and best practices. 4. Quality Monitoring and Evaluation: Establish a robust quality monitoring and evaluation framework to assess the performance of BPO agents and teams. Conduct regular audits, analyse customer interactions, and review performance metrics to ensure adherence to quality standards and compliance with client requirements. 5. Quality Assurance Programs: Design and implement quality assurance programs and initiatives to address performance gaps and improve service delivery. Develop coaching and training programs to enhance the skills and knowledge of BPO agents and foster a culture of continuous improvement. 6. Compliance and Risk Management: Ensure compliance with regulatory requirements, industry standards, and client-specific guidelines. Implement risk mitigation strategies to minimize errors, fraud, and other quality-related risks. 7. Client Relationship Management: Collaborate closely with clients to understand their quality expectations, address concerns, and provide regular reports on quality performance. Establish strong relationships with key stakeholders and actively participate in client meetings and discussions. 8. Data Analysis and Reporting: Analyse quality data, performance metrics, and customer feedback to identify trends, patterns, and areas for improvement. Prepare comprehensive reports and presentations summarizing quality performance, key findings, and recommendations for management. About us: At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high-growth markets the financial services and products they need to thrive. Our expertise in 18 high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs, to offering credit to underserved individuals, to helping merchants buy, sell and operate online. Being part ofProsus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more Our CommitmentToBuilding A DiverseAndInclusive Workforce As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive and safe environment, for all of our people, communities and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility and unbiased attention to each and everyPayUneerso they can succeed, irrespective of gender, color or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities or the LGBTQ communities.

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