.At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile apps and by phone. Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 150,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first. We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our key brands - Xe, HiFX and Currency Online- to become the business that XE is today.Quality Assurance Executive (QA) The Quality Assurance Executive (QA) is responsible for improving the performance effectiveness of our front line teams in the Client Services department. You will work closely with our regional Heads and their front-line teams to enhance the client experience through regular call listening and feedback sessions, which will form the core of the role. You will monitor and coach on individual demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. You will monitor interactions with clients through all available communication channels identifying key themes, compliance processes and opportunities for performance improvement.You will drive effectiveness by developing, creating and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials, self-service tools and product features as needed to enhance the overall Xe customer's experience.Responsibilities Participates in the design of call monitoring formats and quality standards.Performs call monitoring to identify customer expectations and key trends.Uses quality monitoring data management system to compile and track performance at team and individual level.Coordinates and facilitates call calibration sessions.Provides feedback to team members and management.Prepares and analyses internal and external quality reports for management staff review.Builds a knowledge asset in Salesforce.Works collaboratively with the CX organisation and Product team to build self-service enhancements.Requirements 2 years+ Operational or QA experience in a customer service environment.Excellent knowledge of Xe's operating model, products and services.Foundational coaching skills
