Quality & Performance Manager

About the Team
The Performance Excellence team drives merchant support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI.
About the Role
The Operational Excellence Team (OpEx) with MXO (Merchant Experience Operations) is responsible for ensuring that our Teammates and Leaders have the resources and training to effectively & empathetically provide a world class Merchant onboarding & support experience. Within the OpEx Team, the Performance Excellence team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience. This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives. You will report to the Senior Manager of Operational Excellence in our Merchant Experience Operations o...