Quality Monitoring & Voice of Customer (VoC) Senior Specialist

Nexi is one of Europe's leading payment companies with over 9,000 colleagues across more than 25 countries, focused on shaping digital payments and interactions between people and businesses.

• Minimum 2 years of experience in customer service, quality monitoring, customer experience, or a related area.
• Experience in evaluating customer interactions and providing actionable improvement recommendations.
• Practical knowledge of customer service processes and quality standards.
• Strong analytical skills with the ability to interpret data, identify trends, and draw meaningful conclusions.
• Experience in quality analysis and performance reporting.
• Knowledge of Voice of Customer (VoC) methodologies and customer feedback analysis.
• Advanced Microsoft Office skills, particularly Excel (data analysis, pivot tables, formulas, and reporting).
• Ability to prepare reports, presentations, and business recommendations for stakeholders.
• Excellent communication skills and the ability to deliver constructive feedback.
• Proactive mindset with a strong focus on continuous improvement and customer satisfaction.
• Ability to work independently, manage priorities, and collaborate effectively across teams.
• Professional attitude, attention to detail, and strong organizational skills.
• English proficiency at B1/B2 level or higher.

Nice to have:

• Unique potential and willingness to learn.

• Conduct quality monitoring through call listening and analysis of customer communication across email and chat channels.
• Analyze quality metrics and identify root causes of service issues and deviations from established standards.
• Ensure compliance of customer service processes with internal procedures, regulatory requirements, and financial industry standards.
• Develop recommendations for process, product, and organizational improvements based on quality monitoring results and Voice of Customer (VoC) insights.
• Prepare quality reports, performance analyses, and development recommendations for employees and managers.
• Create, maintain, and improve quality monitoring scorecards and evaluation criteria.
• Identify process and system issues and monitor the effectiveness of corrective actions.
• Execute the Closed Loop Feedback process to ensure customer feedback is translated into business improvements.
• Collaborate with cross-functional teams to enhance customer service quality and customer experience.
• Support initiatives that strengthen a customer-centric culture across the organization.