Analyst Escalations, Customer Experience (RCA)

Analyst Escalations, Customer Experience (RCA) – Quezon City, Philippines

Are you ready to take on a role that's at the heart of customer satisfaction? We are seeking a detailed oriented and analytical Root Cause Analyst to join our Global Complaints Investigation and Quality Assurance team. This is your chance to dive deep into complex issues, unravel the threads of customer complaints, and forge solutions that resonate across the customer journey. The Root-Cause Analysis (RCA) team plays a crucial role in addressing customer complaints and improving the overall customer experience.

Western Union powers your pursuit.

As an Escalation Analyst, you will be responsible in ensuring that excellent quality service is delivered to our Western Union customers by attending to correspondences and reporting of performance in line with quality measures implemented across our call centers. This role will be vital in ensuring that our systems, processes, and procedures are following the Western Union compliance policy.

Role Responsibilities:

· Conduct thorough investigations into customer complaints to identify root causes.

· Perform end to end customer journey maps and highlight potential wastes and improvement areas.

· Propose strategic solutions to prevent recurrence of identified issues.

· Conduct call listening and end to end product quality reviews.

· Help outline action plans with stakeholders.

· Support and strengthen relationships with both internal and external stakeholders and process owners.

· Address inquiries based on investigation outcomes and manage internal requests from stakeholders in the Value Stream.

· Handle various offline tasks as assigned by operational leaders.

Role Requirements:

· Exceptional customer service orientation.

· Minimum 1 year of experience in Western Union Ops teams.

· Ability to work under pressure and maintain attention to detail.

· Self-motivated with a team-oriented mindset.

· Ability to work on a high collaborative environment (team player).

· Strong analytical skills and proficiency in English (B2+ level - C1 desired).

· Intermediate knowledge of Microsoft Excel, Word, and PowerPoint (advance would be desired).

· Capable of multitasking in a dynamic, fast-paced environment.

· White or Yellow belt Lean Six Sigma Certification is a plus.

· Demonstrated experience and/or familiarity with 8 types of Waste and A3 Methodology.

· Problem-solving expertise and experience with tools like Jira, Genesys, iWatch, CTM, iCare, etc.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at .

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
(). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Philippines specific benefits include:

· Paid sick leave and vacation leave.

· HMO coverage with free unlimited dependents from day 1 of employment

· Performance incentive program / Performance Attendance Bonus

· Unique incentive program

· Hybrid working arrangement.

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, colour, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-HR1 #LI-Hybrid

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.