Quality Assurance Analyst

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join our Quality Assurance team as a Quality Assurance Analyst and play a critical role in maintaining and enhancing service quality across our Customer Experience Operations. You will serve as a Subject Matter Expert for assigned lines of business, ensuring quality standards are consistently applied and continuously improved. In this role, you will conduct quality evaluations and audits, validate quality analytics, manage dispute resolution processes, support QA certification programs, and provide actionable insights based on quality results and emerging trends. You will collaborate closely with operational leaders and cross-functional stakeholders to identify improvement opportunities and help drive business performance through quality excellence. This position is ideal for a highly analytical professional who combines strong quality management expertise, customer focus, process improvement capabilities, and effective communication skills. Role Responsibilities As a Quality Assurance Analyst, you will be responsible for ensuring quality standards are consistently maintained across customer interactions, processes, and operational procedures. You will leverage data, reporting tools, and quality methodologies to identify trends, support operational improvements, and contribute to superior customer experiences. Quality Assurance & Auditing
• Perform quality evaluations and audits on customer interactions, operational processes, and completed QA reviews.
• Ensure quality standards, procedures, and compliance requirements are consistently applied.
• Conduct secondary audits and validations to ensure scoring accuracy and calibration.
• Support quality governance activities and maintain QA consistency across assigned business areas. Quality Analysis & Reporting
• Analyze quality results, emerging trends, and operational performance indicators.
• Identify root causes, recurring issues, and opportunities for process optimization.
• Generate insights and recommendations based on data-driven observations.
• Utilize reporting tools and operational dashboards to support business decision-making. Process Improvement & Business Support
• Identify procedural gaps and recommend process improvements that enhance customer experience and operational efficiency.
• Participate in quality-related projects, business initiatives, and process enhancement activities.
• Support QA program changes, implementations, and operational readiness activities.
• Collaborate with stakeholders to improve quality outcomes and business performance. Certification, Training & Knowledge Sharing
• Certify and recertify Quality Assurance Specialists according to established standards.
• Deliver coaching, cross-training, and knowledge-sharing sessions.
• Facilitate QA touch-base meetings and calibration sessions as required.
• Provide language assistance and operational support to team members when needed. Dispute Management & Stakeholder Collaboration
• Review and disposition quality disputes while ensuring fairness and consistency.
• Provide constructive feedback and recommendations to operational teams.
• Collaborate with leaders, trainers, operations teams, and business partners to address performance opportunities.
• Act as a trusted advisor regarding quality standards and customer experience best practices. AI Analytics & Quality Validation
• Support AI-driven quality analytics validation activities.
• Review automated quality insights and assist in validating model outputs.
• Provide recommendations regarding automated customer experience evaluations.
• Contribute to the continuous improvement of analytics and quality monitoring processes. Basic Qualifications
• Bachelor's degree in Business Administration, Finance, Communications, Operations, or a related field, or equivalent relevant work experience.
• 2+ years of experience in Customer Experience, Customer Service Operations, Quality Assurance, or a related operational environment.
• English: B2+ (professional verbal and written communication required)
• Experience performing quality evaluations, audits, compliance reviews, or operational assessments.
• Strong analytical and problem-solving skills.
• Experience interpreting data and generating business insights.
• Strong written and verbal communication skills.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Experience working with reports, dashboards, and performance metrics.
• Detail-oriented with strong organizational and time management skills. Preferred Qualifications
• Experience in a Quality Assurance role within Customer Experience Operations.
• Experience working within Financial Services, Payments, Banking, FinTech, or Contact Center environments.
• Knowledge of quality management methodologies and audit practices.
• Familiarity with AI-driven quality monitoring and analytics platforms.
• Experience facilitating training, coaching, or certification programs.
• Ability to identify operational improvement opportunities through trend analysis.
• Experience working with global teams and multicultural environments.
• Knowledge of customer experience quality frameworks and performance management processes. Other Details We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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, color, 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.