Quality Monitoring & Voice of Customer (VoC) Expert

What if your next job lets you simplify payments for millions, every single day? Join Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday. About Nex i At Nexi, we're simplifying the future of digital payments. As one of Europe's leading payment companies, we combine international scale with the dynamism of a fast-moving tech company. With over 9,000 colleagues across more than 25 countries, we're shaping how people and businesses pay and interact every day. Here, your skills, curiosity, and ambition don't just support the business. They help shape what comes next. Your Everyday at Nexi As a Quality Monitoring & Voice of Customer (VoC) Expert , you’ll join a collaborative and forward-thinking team based in(LOCATION). Join our team and help shape a customer-centric culture by improving service quality and customer experience. In this role, you will analyze customer interactions, identify improvement opportunities, and translate customer feedback into actionable recommendations that support business growth and operational excellence. About Your Future Role In this position, you will: Conduct quality monitoring through call listening and analysis of customer communication across email and chat channels. Analyze quality metrics and identify root causes of service issues and deviations from established standards. Ensure compliance of customer service processes with internal procedures, regulatory requirements, and financial industry standards. Develop recommendations for process, product, and organizational improvements based on quality monitoring results and Voice of Customer (VoC) insights. Prepare quality reports, performance analyses, and development recommendations for employees and managers. Create, maintain, and improve quality monitoring scorecards and evaluation criteria. Identify process and system issues and monitor the effectiveness of corrective actions. Execute the Closed Loop Feedback process to ensure customer feedback is translated into business improvements. Collaborate with cross-functional teams to enhance customer service quality and customer experience. Support initiatives that strengthen a customer-centric culture across the organization. What We Value in You We’re looking for someone eager to make a difference. Here’s what we value: Essential Qualifications: Minimum 2 years of experience in customer service, quality monitoring, customer experience, or a related area. Experience in evaluating customer interactions and providing actionable improvement recommendations. Practical knowledge of customer service processes and quality standards. Strong analytical skills with the ability to interpret data, identify trends, and draw meaningful conclusions. Experience in quality analysis and performance reporting. Knowledge of Voice of Customer (VoC) methodologies and customer feedback analysis. Advanced Microsoft Office skills, particularly Excel (data analysis, pivot tables, formulas, and reporting). Ability to prepare reports, presentations, and business recommendations for stakeholders. Excellent communication skills and the ability to deliver constructive feedback. Proactive mindset with a strong focus on continuous improvement and customer satisfaction. Ability to work independently, manage priorities, and collaborate effectively across teams. Professional attitude, attention to detail, and strong organizational skills. English proficiency at B1/B2 level or higher. Even if you don’t check every box, your unique potential and willingness to learn could set you apart. What’s in it for You ? Attractive salary and a competitive benefits package to reward your expertise and contributions Tech equipment: Get the tools you need to succeed, including the latest technology to support your work Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment Grow and develop: Gain hands-on experience and structured training through our PayTech University , designed to accelerate your career and help you reach your full potential Life and Culture at Nexi Working at Nexi means collaborating across teams, markets, and disciplines to solve complex challenges and deliver meaningful results. You'll be part of an environment where knowledge sharing, continuous improvement, and teamwork are part of everyday life. Discover more about our culture, values, and what it's like to be part of Nexi on our Life at Nexi page . Diversity and Inclusion Commitment At Nexi, diversity and inclusion are at the heart of who we are. By embracing differences and fostering respect, we build a culture where every individual has the opportunity to learn, grow, and succeed. Next starts with you, everyday At Nexi, our next idea, our next innovation, starts with you. Join us today.