Senior BPO, QA & Assisted CX Manager

WHO WE ARE

The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 9,000 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $58 billion annually.

We are the leader in Open Banking Payments, and we’re on a mission to give merchants and consumers a better payment experience through Pay by Bank. For merchants, we deliver payment acceptance at a significantly lower cost than cards. For consumers, we enable them to use their bank accounts at payment methods instead of being held captive by high-interest cards. And it all happens through the security of Open Banking, only with Trustly.

With U.S. headquarters in Silicon Valley and global headquarters in Stockholm, Sweden, we are a culturally diverse team also spread across Canada, Brazil, UK, Germany, Spain, Portugal, Malta and more!  Across North America, we have embraced a work from anywhere policy throughout the continental US and Canada.

It’s a great time to join Trustly as the Americas team is growing. If you thrive in an entrepreneurially minded, fast-paced, casual, professional, positive, and rewarding work environment, we want to talk to you!

ABOUT THE ROLE

Come join us as a Senior BPO, QA & Assisted CX Manager responsible for driving BPO (Business Process Outsourcing) support, QA programs & Assisted CX in the Client Support organization. We are looking for someone with significant experience in BPO management who can deliver great customer experiences through partners. You also understand QA to ensure outstanding & consistent customer experiences and identify improvement opportunities across the org. You have an analytical mindset that can use insights to identify improvements in our Assisted & Agent experiences. Estimated role allocation is 40% BPO management, 40% QA leadership, and 20% Assisted/Agent CX. If you are a passionate customer advocate who will influence across teams to drive optimal customer experiences, we want to hear from you!

• BPO management to deliver outstanding customer experiences for Trustly customers, including WBR (weekly business review) oversight, BPO leader coaching, KPI management, escalation management, and others as required
• Strong understanding of support operations across various live channels and what it takes to optimize each channel, including assessing opportunities in customer handling in the IVR, call-back, hold-my-spot, or other assisted experiences
• Drive the quality assurance program for Trustly Americas, including improvements to the current quality framework and driving changes to evolve the program utilizing Maestro, our QA tool
• Ability to facilitate calibration sessions across multiple time zones, ask probing questions, and ensure that the teams are driving consistency in the quality assessment
• Strong experience in driving quality and consistent experiences for compliance requirements to ensure all standards are upheld
• Articulates customer experience improvement opportunities in assisted experiences (ex. Customer routing, survey methodologies, etc) and drives change to make the experience better; partners across the organization to ensure delivery of these initiatives
• Drives for improvement in the agent experience by improving tooling (SalesForce, internal tools, etc) or processes through a deep understanding of the agent experience
• Ability to assess opportunities for improvement and prioritize the work focusing on those areas with greatest impact
• Continuous improvement mindset with the ability to drive iterative improvement
• Operational and analytical mindset that understands KPIs to measure performance and drive operational refinement based on data; can manipulate data and use data to tell a story
• Partners well with team members across the organization to drive improvements in customer experiences
  

• 5+ years working with BPOs for live support with a record of delivering outstanding customer experiences at a partner
• 3+ years of experience working with quality assurance in a support environment
• 3+ years in CX that drives insight into customer journeys and improvement opportunities
• Demonstrated ability to drive improvement in the customer experience using people, processes, or technology to deliver outcomes. Uses an iterative approach to drive changes
• Experience in managing a quality program for a support organization and driving consistency in calibration approach, including compliance requirements.
• Experience using Maestro is considered an asset
• Uses data to drive insights and opportunities to improve; identifies data gaps and partners with reporting & analytics to fill in the gaps. Has experience analyzing data & representing data (Google Sheets/Excel).Strong judgment and decision-making skills
• Effective communication, interpersonal, and negotiation skills
• Demonstrated supportive, collaborative, and problem-solving attitude
• Ability to work independently and take ownership to ensure timely delivery of all work
• Ability to travel to BPO location(s) as needed.
  

Applications for this role are accepted on an ongoing basis.

SALARY RANGES IN US-BASED ROLE POSTING

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, and other perks and benefits.

WHAT WE OFFER

At Trustly, you get the opportunity to work on challenging issues and projects with leading FinTech professionals in an innovative and truly inspiring atmosphere. We have a commitment to constantly develop and improve, so you can expect to grow on a professional and personal level in a stimulating environment.

We have a culturally diverse team that spans from Silicon Valley and across the U.S., Canada, Brazil, and Europe with an enthusiasm for remote-first work and the flexibility to balance professional and personal life. Our environment is open and inclusive and we strive to provide employees with a deep sense of belonging while fostering teamwork and having fun.

Trustly’s total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

- Flexible paid time off & generous PTO accrual plans

- Comprehensive medical, dental, vision, and other insurances

- Flexible spending accounts for medical and dependent care

- Home office set-up allowance

- Internet stipend

- Retirement plan match for 401k and RRSP

- Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees only and exclude temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work.  All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.