Performance Enablement Developer

Who we are: Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 392 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Job Description Summary: The Quality and Voice and Text Analytics Developer is responsible for the creation and maintenance of forms, workflows, dashboards and reports within our Quality Central and Nexidia Analytics tools. In addition to tool development, the developer will also play a critical role in understanding functionality of these tools so they may aid key decision makers on overall strategic planning of our ongoing quality and performance enablement processes.

Job Description:

• Work closely with Nexidia, QC, Engage and NPM product owners to ensure products meet the need of the business
• Manages governance of the Nexidia and Quality Central platforms
• Identifies and develops required documentation to ensure adoption and understanding of the products
• Identify key opportunities derived from voice and text analytics
• Serve as subject-matter analytics expert for Quality tools and functions
• Generate requirements for the development of new analytics capabilities
• Works closely with the support team to ensure issues are resolved in a timely manner
• Establish relationships with managers throughout PayPal to ensure excellent information flow and feedback on process, policy and product changes
• Work closely with the wider quality and performance enablement team to support the overall strategy
• Deliver training on NICE products as required

Experience:

• BA Degree preferred and 3 years of relevant work experience
• Experience in design, development and governance of voice and text analytics programs
• Strong working knowledge of workforce optimization and reporting systems including NICE Performance Manager, Nexidia Analytics, NICE Engage, Genesys, Microstrategies, Tableau in addition to MS-Word, Excel, PowerPoint, Visio and Project.
• Intermediate to advanced knowledge of performance reporting, KPI analysis and coaching models
• Knowledge of call center metrics. Ability to draw correlations, identify root causes, and summarize results for stakeholders
• General understanding of Email, Telecom, Contact routing, call center servicing, and outbound service
• Experience creating and presenting executive level readouts detailing project progress and identifying key vulnerabilities
• Excellent verbal and written communication skills across all levels including senior leadership.
• Proven ability to work independently and efficiently under tight deadlines

Skills:

• Intermediate to advanced SQL knowledge a plus
• Ability to identify, analyze, and resolve problems logically and systematically.
• Highly flexible, ability to prioritize multiple projects and deadlines in order to execute well in a fast-paced, rapidly evolving organization.
• Understanding of UI interfaces used by both customers and teammates
• Strong understanding of Global Customer Service and related use cases as well as PayPal products.
• Develop, maintain meaningful relationships and trust with partners at peer levels and above.
• Has organizational skills to align different interests and to drive efforts that span across more than one team.
• Ability to lead meetings and discussions through very strong verbal communication skills

Join the PayPal team

• Grow your international career working for a respected global brand.
• 27 days paid annual leave in addition to all national holidays.
• A competitive salary, a performance-related bonus and employee share scheme.
• Company pension scheme, parental leave scheme & comprehensive health insurance.
• Fully equipped onsite gyms with personal trainers & subsidised restaurants.
• Award-winning training and an education allowance.
• Regular family fun days, company events and active social groups.
• Fantastic cutting-edge modern offices that make coming to work that little bit more engaging.
• An onsite Costa Coffee, games rooms, relaxation zones and so much more.

Please Note: Due to Covid-19 - the interview process, on-boarding, training and all work undertaken for this role will be conducted remotely. PayPal’s remote working policy is currently being reviewed. Apply now and one of our recruitment team will be able to discuss in more detail.

Click on the ‘Apply Now’ button if you’re ready to help shape the global future of money.

We’re a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.