Service Excellence Analyst

Company Description

Afterpay is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free⁵ for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world’s favorite retailers and more than 19 million active customers have adopted the service.

Afterpay is currently available in Australia, Canada, New Zealand, the United States and the United Kingdom, France, Italy and Spain, where it is known as Clearpay. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is a wholly owned subsidiary of Block, Inc. (NYSE: SQ).

**Job Description**:
The Service Excellence team at Afterpay is busy working on producing “Effortless Experience”. This is an exciting opportunity to join us as a Service Excellence Analyst ensuring that our customers around the globe have the best possible service experience.

With exceptional analytical and assessment skills you will drive continual improvement across everything we do; monitoring and evaluating customer experience to ensure adherence to compliance and “Effortless Experience” across the globe. With a keen eye for detail you will be a savvy quality assessor, able to make the right judgement to drive continual improvement.

**You will**:

- Monitor and evaluate interactions between customers and customer service agents and look for trends in order to provide feedback and coaching to the agents
- Participate in calibration sessions to ensure the wider team has the same understanding of what great looks like across the globe
- Participate in deep dives to build robust gap analysis
- Make firm recommendations in terms of plugging any gaps identified, feed into knowledge management and training development teams
- From time to time, undertake other tasks and ad hoc projects within the scope of the role

**Qualifications**:
**You have**:

- The ability to demonstrate sound reasoning and judgement in decision making.
- The ability to exercise discretion and independent decision-making.
- A knack for multi-tasking and working under time constraints to meet deadlines.
- Excellent communication skills, with the ability to communicate clearly and articulately.
- A passion for customer service and excellence
- Exceptional attention to detail and accuracy.
- Experience in Operations within retail and/or the banking/finance industry is preferred.
- Experience in a previous QA role will be highly regarded.

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. **_Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our _**_I+D page_**_._**

**Perks**

We want you to be well and thrive. Our global benefits package includes:

- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources
- Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution._