Western Union IVR Testing Specialist, Munoz, Quezon City in Quezon City, Philippines

Job Title: IVR Testing Specialist, Munoz, Quezon City

Requisition #: 1800666

Opportunity for a IVR Testing Specialist, Munoz, Quezon City

We’re seeking a Specialist to join our Business Process Management team, based in our Muñoz, Quezon City office. In this role as a Specialist, you will be responsible for supporting all regional and global operations tools and systems initiatives which includes but not limited to process improvement, operations readiness and QA / UAT testing. Your role includes process mapping and documentation, identifying and root cause analysis of process gaps, working closely with the Manager for Business Process Management, EMEA and AROC Operations team and other global CSC support teams in Western Union to ensure call center engagement/involvement is managed effectively for process related projects. Your role will involve a high level of communication and liaison with all areas of the business to assist in the implementation of solutions in line with key business objectives and drivers.

Sound interesting? Here are some specifics:

  • Help boost Western Union’s Interactive Voice Response (IVR) testing capabilities

  • Leads, coordinates, or participates in assigned minor projects simultaneously, including research, analysis, documentation, design/develop testing, problem resolution, training, status reporting, implementation, and post-rollout review/audit.

  • Creates business process flows, root cause analysis, develops/performs system testing, and analyzes solutions.

  • Prepares presentation materials for management reports.

  • Conducts on the job training for new processes to be implemented

  • Plan, manage and monitor minor process projects from conceptualization through implementation.

  • Provide support to the Manager of Business Process Management in planning, managing, and monitoring major process related projects from conceptualization through implementation.

  • Assist with the preparation of a variety of reports e.g. status reports, risk assessment reports and other management reports.

What you will need to succeed:

  • Bachelor’s degree, preferably with experience in a call center / operations environment

  • Experience in Interactive Voice Response (IVR) testing

  • Strong problem solving and analytical skills

  • Strong interpersonal, communication, facilitation and presentation skills

  • Good computer skills, proficient in MS office applications

  • Ability to meet deadlines, work under pressure, manage priorities even with constraints and challenges

  • High attention to detail and organizational skills

  • Proactive in terms of planning and coordinating

  • Ability to work independently and with minimal supervision

  • Ability to establish and maintain effective relationships and partnerships with key stakeholders.

  • Must be willing to work in Munoz, Quezon City

What will make you stand out:

  • Project management experience or knowledge of Six Sigma methodology is an advantage

What’s in it for you?

  • Competitive global pay and benefits

  • Unparalleled experience as part of one of the most advanced compliance teams in the world, with opportunities to build valuable skills and grow your career

  • Diverse, global team with colleagues in over 50 countries

What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation, and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including applicants with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status or another protected category.