Nick Casey Email & Phone Number

Belfast, Gb

United States

Responsible for leading trainers and performing new Operational employees on Payroc tools and systems, resource navigation, and general Payroc quality expectations. This role is also responsible for keeping Ops teams up to date on Payroc tools and system changes. The Ops Trainer and QA Lead is well-versed in Payroc processes and can evaluate performance to identify where and how we can improve. The Analyst helps Operational departments meet performance goals and objectives through performing continued learning, evaluations, and training. Tools and Systems: Confluence Salesforce Service Cloud and RC PPS Core – Customer Service Module RingCentral Contact Center TalentLMS Office 365 Suite Navigation Responsibilities: Maintain in-depth knowledge of functionalities for all systems used by Payroc Ops Ensure that superior service is provided to our customers (Agents and Merchants) Review scheduled and randomized call quality recordings Prepare, organize, and facilitate ongoing training plans based on performance evaluations Contribute to process improvement in Ops by identifying issues and trends Requirements: Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn. Interpersonal Skills - Must be able to work with leadership to develop long-term solutions for process and/or service failures Ability to Multitask – Provide excellent service to make sure each person feels like they are the only customer that matters. Time Management - Must be able to prioritize and use time efficiently based on the importance level of the issue at hand.

Remote

Responsible for leading trainers and performing new Operational employees on Payroc tools and systems, resource navigation, and general Payroc quality expectations. This role is also responsible for keeping Ops teams up to date on Payroc tools and system changes. The Ops Trainer and QA Lead is well-versed in Payroc processes and can evaluate performance to identify where and how we can improve. The Analyst helps Operational departments meet performance goals and objectives through performing continued learning, evaluations, and training. Tools and Systems: Confluence Salesforce Service Cloud and RC PPS Core – Customer Service Module RingCentral Contact Center TalentLMS Office 365 Suite Navigation Responsibilities: Maintain in-depth knowledge of functionalities for all systems used by Payroc Ops Ensure that superior service is provided to our customers (Agents and Merchants) Review scheduled and randomized call quality recordings Prepare, organize, and facilitate ongoing training plans based on performance evaluations Contribute to process improvement in Ops by identifying issues and trends Requirements: Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn. Interpersonal Skills - Must be able to work with leadership to develop long-term solutions for process and/or service failures Ability to Multitask – Provide excellent service to make sure each person feels like they are the only customer that matters. Time Management - Must be able to prioritize and use time efficiently based on the importance level of the issue at hand.

Belfast, Northern Ireland, United Kingdom

Belfast, United Kingdom

Belfast, United Kingdom

Monitor inbound and outbound calls and deliver on an agreed volume of samples across various queues in a timely and consistent manner.Input this data into Quality Management system so that regular and accurate information is available to the operation.Assist in the delivery of new hire and ongoing training programmes ensuring that agents are aware of the quality requirements at an early stage of their training.Manage and create content that assists our wider team with resolving customer queries based on your analysis.Participate in call leveling sessions with Belfast, Philippines and American quality and management team.When required, assist the operations team in the day to day running of the team.

Belfast, United Kingdom

Monitor inbound and outbound calls and deliver on an agreed volume of samples across various queues in a timely and consistent manner.Input this data into Quality Management system so that regular and accurate information is available to the operation.Assist in the delivery of new hire and ongoing training programmes ensuring that agents are aware of the quality requirements at an early stage of their training.Manage and create content that assists our wider team with resolving customer queries based on your analysis.Participate in call leveling sessions with Belfast and Boston quality and management teamWhen required, assist the operations team in the day to day running of the team.Be on hand to take calls when service level dictates.Excellent knowledge of the technical and service aspects of the roleAbility to inspire and motivate Have excellent verbal and written communication skillsHave excellent planning and time management skillsIdeally, have experience in a quality roleSelf-motivated and results-orientated with the ability to work to deadlines and flexible hours as needed.Willingness to work as part of a teamExcellent problem solving skills

Clarendon Dock Belfast

Cayan is a leading provider of payment technologies and merchant services. The company’s solutions enable merchants to more effectively connect and engage with their customers regardless of how, where or when they choose to shop. Cayan's flagship technology solution, the Genius™ Customer Engagement Platform™, supports both traditional and new payment types, including mobile commerce, from a single countertop acceptance device.Cayan offers innovative payment solutions that help online and brick-and-mortar retailers, as well as point-of-sale (POS) developers, value-added resellers (VARs) and agents, strategically grow their business. Cayan is one of the fastest growing payment technology companies in North America. Technical Support or tech support refers to a plethora of services by which enterprises provide assistance to users of technology. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium technical support services.

Belfast, United Kingdom

Running restaurant, nightclub and bar in City Centre.

Gnvq, Business & Finance, Distinction

Activities and Societies: Football, Web Design, New Technology, Politics and ReadingBusiness & Finance NVQ Level III

Education record

Activities and Societies: Soccer, GAA & ITGCSE level