CC QUALITY & PROCESS ANALYST - BANKING OPERATIONS (ZINIA)Country: Spain

CC QUALITY & PROCESS ANALYST - BANKING OPERATIONS (Openbank Pay)

Openbank Pay is the new checkout lending platform of the Santander Group. Openbank Pay makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank.

This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.

Openbank Pay leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.

Mission and responsibilities:

The mission of the role will be to ensure quality standards and a positive customer experience, and that agent performance meets those standards, promoting FCR, PRR, CSAT, accuracy, ownership, and continuous improvement.

The main tasks of this role will be the following:

• Coordinate external audits and ensure optimal calibration of scoring, preparing monthly platform-level reports that outline the action plans to be executed within the established continuous improvement plan.
• Review specific audits or critical segments selected and/or flagged due to their impact on customer experience or reputational risk.
• Conduct deep-dive analyses on critical processes or those with potential for improvement.
• Update processes.
• Provide training to agencies on setups and new projects.

To be successful in the role you must have:

• +3 years of experience in a similar role.
• Organization and time management.
• Results-oriented.
• Analytical and critical thinking.
• Active listening and customer empathy.
• Clear communication and storytelling.
• C1 level of English and German MUST be required.
• Cross-functional collaboration.
• Problem solving and ability to work under pressure and resilience.
• Impact-oriented.
• Learning agility and adaptability.

What do we offer?

- Joining a dynamic and agile company undergoing international expansion.

- Working in start-up mode with the support of the Santander Group.

- Competitive remuneration and attractive benefits package.

- Possibility of growth within the company and the Group.

- Collaborating on international projects in different countries.

- Excellent work environment, social clubs and frequent events.

Would you like to grow with us? Join our team!

Openbank / ODS is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.

We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.

The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.A./ Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment. 

For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing here.