Quality of Service Team Lead

About Payoneer Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence. India - Bangalore   What you’ll be spending your time on: Lead and manage a team of Quality of Service Specialists focused on KYC service interaction audits, including daily supervision, performance management, and professional development Collaborate closely with HQ to ensure local audit practices align with global standards, share insights, and implement corporate quality initiatives Standardize audit processes and methodologies to ensure consistency with global best practices and maintain quality benchmarks across all locations Analyze team performance metrics including audit productivity, accuracy, and quality scores; create action plans to address performance gaps Conduct in-depth analysis of audit findings to identify systemic issues, trends, and opportunities for organizational improvement Identify knowledge and skill gaps within the team and across KYC operations; partner with Training and Knowledge teams to develop targeted solutions Present analytical reports and recommendations to management and stakeholders Foster a culture of continuous improvement and quality excellence within the team Is this you?

Strong leader with proven people management skills Strategic thinker with analytical mindset Excellent at cross-cultural and cross-functional collaboration Data-driven decision maker Excellent problem-solving abilities Proficient in MS Office and data analysis tools For this role you also need to have: Deep expertise in KYC processes, regulations, and quality standards Excellent English (spoken and written) Strong analytical and data interpretation skills Strong time management skills Experience in performance analysis and gap assessment Have you done this kind of stuff?

Led process standardization Collaborated with global/regional headquarters on strategic initiatives Implemented performance improvement programs Delivered analytical insights that drove business decisions Not a must but an advantage: Experience with audit management systems and quality tools Background in learning and development Additional languages The Payoneer Ways of Working  Act as our customer’s partner on the inside Learning what they need and creating what will help them go further.  Do it.

Own it. Being fearlessly accountable in everything we do.  Continuously improve Always striving for a higher standard than our last.  Build each other up Helping each other grow, as professionals and people.  If this sounds like a business, a community, and a mission you want to be part of, apply today.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.

Payoneer is a global financial services company that provides online money transfer and digital payment services. Founded in 2005, Payoneer has revolutionized the way businesses and professionals send and receive funds across borders. With its secure platform and wide range of payment solutions, Payoneer has become a trusted partner for millions of users worldwide, helping them streamline their international transactions and grow their businesses on a global scale.