The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

What you need to know about the role
The Nexidia Quality Analyst is responsible for reviewing and analyzing Nexidia generated data and pairing it with various other PayPal data sources. The Quality Analyst will play a key role in reviewing current business performance through a quality-centric lens to identify areas for improvement, optimization, and/or innovation in alignment with GCS’s Quality plans and objectives. The Analyst will also assist the Nexidia Application Specialist in their day-to-day tasks and will play a key role in understanding and refining application requirements and needs.

Meet our team
We are part of a newly created quality organization intended to improve things like testing & monitoring, coaching effectiveness, process testing etc. the organization. We look over the Nexidia Interaction Analytics platform and will be building out process improvements, efficiencies as well as building in automations across a number of quality controls.

Job Description:

Your way to impact

The Quality Analyst will play a key role in reviewing current business performance through a quality-centric lens to identify areas for improvement, optimization, and/or innovation in alignment with GCS’s Quality plans and objectives. The Analyst will also assist the Nexidia Application Specialist in their day-to-day tasks and will play a key role in understanding and refining application requirements and needs.

Your day-to-day

• Stand up processes for monitoring Teammate Quality performance across the customer journey providing analysis on underlying drivers in conjunction with quality data experimentation to help inform decisions on optimization of performance
• Provide business context, subject matter expertise, and prioritization for all requests requiring Nexidia Application or GCS BI Team support and resourcing
• Develop and implement business reporting to track, trend and analyze GCS Quality KPI’s and performance across In-House and Outsource
• Use Quality data and insights to inform and target quality and customer sentiment improvements
• Monitor the performance of Quality KPIs and align with Risk Assessment, Testing and Monitoring and Outcome Testing on Business Impacts and Next Best Action
• Generate Requirements for the development of new analytics capabilities
• Deliver updates and presentations, as required
• Collaborate with the Risk Governance & Internal Controls teams to identify opportunities for risk management activities based on quality data insights

What do you need to bring

• Experience at performing data analysis, translating analysis to insights, and working cross-functionally to leverage insights to support decision making and planning
• Intermediate to advanced knowledge of performance reporting, KPI analysis and coaching models including creation/programming of new KPI’s
• Proficient at building reports using MicroStrategy Developer with an ability to create intelligent cubes within MicroStrategy
• Demonstrated understanding of Browser and Agent Tool Technologies
• Able to understand data modeling and DEU concepts
• Advanced knowledge of Microsoft systems (Excel, Word, PowerPoint)
• Excellent verbal and written communication skills across all organization levels  including Director +
• Proven ability to work independently and efficiently under tight deadlines. Capable of making discretionary decisions based on research, with a certain degree of creativity and latitude required
• Strong analytical thinking, decision making and innovative problem-solving skills
• Highly flexible, ability to prioritize multiple projects and deadlines in order to execute well in a fast-paced, rapidly evolving organization
• Organizational skills to align different interests and to drive efforts that span across more than one team
• Skilled in focusing on desired results, determining what is important and urgent, clarifying next steps, and prioritizing work effectively to meet deadlines and achieve desired results
• Ability to maintain highly confidential information
• Bachelor’s degree or equivalent.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.