PayPal Nexidia Quality Voice Analyst 

India, Karnataka, Bengaluru 

539634557

What you need to know about the role
The Nexidia Quality Analyst is responsible for reviewing and analyzing Nexidia generated data and pairing it with various other PayPal data sources. The Quality Analyst will play a key role in reviewing current business performance through a quality-centric lens to identify areas for improvement, optimization, and/or innovation in alignment with GCS’s Quality plans and objectives. The Analyst will also assist the Nexidia Application Specialist in their day-to-day tasks and will play a key role in understanding and refining application requirements and needs.

Job Description:

The Quality Analyst will play a key role in reviewing current business performance through a quality-centric lens to identify areas for improvement, optimization, and/or innovation in alignment with GCS’s Quality plans and objectives. The Analyst will also assist the Nexidia Application Specialist in their day-to-day tasks and will play a key role in understanding and refining application requirements and needs.

Your day-to-day

• Stand up processes for monitoring Teammate Quality performance across the customer journey providing analysis on underlying drivers in conjunction with quality data experimentation to help inform decisions on optimization of performance
• Provide business context, subjectmatter expertise,
• Develop and implement business reporting to track, trend and analyze GCS Quality KPI’s and performance across In-House and Outsource
• Use Quality data and insights to inform and target quality and customer sentiment improvements
• Monitor the performance of Quality KPIs and align with Risk Assessment, Testing and Monitoring and Outcome Testing on Business Impacts and Next Best Action
• Generate Requirements for the development of new analytics capabilities
• Deliver updates and presentations, as required
• Collaborate with the Risk Governance & Internal Controls teams to identify opportunities for risk management activities based on quality data insights

What do you need to bring

• Experience at performing data analysis, translating analysis to insights, andworking cross-functionallyto leverage insightsto support decision making and planning
• Intermediate to advanced knowledge of performance reporting, KPI analysis and coaching models including creation/programming of new KPI’s
• Proficient at building reports using MicroStrategy Developer with an ability to create intelligent cubes within MicroStrategy
• Demonstrated understanding of Browser and Agent Tool Technologies
• Able to understand data modeling and DEU concepts
• Advanced knowledge of Microsoft systems (Excel, Word, PowerPoint)
• Excellent verbal and written communication skills across all organization levels including Director +
• Proven ability to work independently and efficiently under tight deadlines. Capable of making discretionary decisions based on research, with a certain degree of creativity and latitude required
• Strong analytical thinking, decision making and innovative problem-solving skills
• Highly flexible, ability to prioritize multiple projects and deadlines in order to execute well in a fast-paced, rapidly evolving organization
• Organizational skills to align different interests and to drive efforts that span across more than one team
• Skilled in focusing on desired results, determining what is important and urgent, clarifying next steps, and prioritizing work effectively to meet deadlines and achieve desired results
• Ability to maintain highly confidential information
• Bachelor’s degree or equivalent.

Our Benefits:

Any general requests for consideration of your skills, please