Quality & Process Excellence Expert

Who we are

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The opportunity

The Quality & Process Excellence Specialist supports the Customer Service organization by ensuring high-quality customer interactions, process consistency, and operational excellence across all support channels, including voice and non-voice. The role acts as a subject matter expert, helping teams maintain high standards, identifying operational gaps, improving ways of working, and driving continuous process improvements that enhance both customer and employee experience.

Day-to-day responsibilities

Quality Assurance

• Perform regular quality reviews of customer interactions across voice and non-voice channels.

• Monitor adherence to service standards, guidelines and best practices.

• Identify quality trends, recurring issues and coaching opportunities.

• Provide constructive feedback and recommendations to agents and team leaders.

• Support calibration activities and maintain consistent quality standards across teams.

• Contribute to the development and maintenance of quality frameworks, scorecards and evaluation criteria.

Process Excellence

• Document, maintain and regularly review customer service processes, procedures and knowledge articles.

• Identify process inefficiencies, bottlenecks and areas impacting customer and agent experience.

• Recommend and implement improvements to increase operational efficiency and service quality.

• Support the implementation of new processes, tools and operational changes.

Gap & Risk Identification

• Proactively identify process gaps, inconsistencies and operational risks impacting service delivery.

• Analyse customer interactions and operational data to identify root causes of recurring issues.

• Recommend practical solutions and track corrective actions to prevent recurring problems.

Continuous Improvement

• Drive initiatives focused on improving customer experience, agent experience, quality and productivity.

• Contribute to process optimisation, automation and simplification projects.

• Gather feedback from frontline teams and translate insights into improvement recommendations.

• Monitor the impact of implemented changes and identify further improvement opportunities.

Knowledge & Stakeholder Collaboration

• Act as a subject matter expert for customer service processes and operational standards.

• Support onboarding and knowledge sharing across teams.

• Share best practices and promote consistency across teams and markets.

• Collaborate closely with Team Leaders, Training, Product, Operations and other stakeholders to continuously improve service delivery.

Who are we looking for

• Proven experience in customer service quality assurance, process improvement, operational excellence or a similar role.

• Strong understanding of customer service operations across voice and non-voice channels.

• Experience in quality monitoring, performance reviews, feedback delivery and calibration activities.

• Strong skills in process documentation, standardisation and optimisation.

• Ability to identify process gaps, operational risks and recurring issues, and perform root cause analysis.

• Analytical and problem-solving mindset, with the ability to translate data and feedback into actionable improvements.

• Understanding of customer experience, agent experience and operational performance metrics.

• Strong communication and interpersonal skills, with the ability to provide constructive feedback and influence stakeholders.

• Excellent attention to detail and a proactive approach to continuous improvement.

• Ability to work collaboratively with cross-functional teams in a dynamic operational environment

Perks & Benefits

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Annual bonus
• Glasses/lenses reimbursement

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).