MasterCard Regional Customer Quality Acceptance LAC in Miami, Florida
Who is Mastercard?
We are the global technology company behind the worlds fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Regional Customer Quality Acceptance LAC
Roles & Responsibilities
Manages, evaluates and develops programs and initiatives to increase card acceptance in both established and emerging markets. Helps collaborate and recommend strategies which promote the value and profitability of MasterCard acceptance.
1.Interacts with the involved teams in acceptance quality issue resolution, serving as a liaison with MasterCard Regional Stakeholders and CQA Central function (Regional Coordination Role)
2.Act as an escalation point for regional acceptance issues
3.Collaborate with central CQA team on analysis, issue resolution, reporting & communication
4.Do a pro-active monitoring of the available service level statistics, to identify potential problems/ trends, analyze and determine resolution
5.Track all reported production issues to full closure (resolution of root cause/plan).
6.Ensure the appropriate communications/reports are provided to Internal/External Stakeholders.
7.Identify solutions and proactive measures required in order to avoid re-occurrence of issues.
Key accountability of the role:
1.1 Centralize and coordinate the effort of all the teams managing all incidents related to their dedicated countries This includes:
- incidents management (assessment, fix and deployment follow-up)
- use of the database to provide an accurate description and status of the managed incident
- fall back follow-up ,
- Technical decline follow-up,
- Other atypical high rates of RC,
- Prioritize incident management according to impact on White Glove Support or top list provided by regions.
1.2 Ability to quantify the real impact of a reported issue (running queries and analyze results)
1.3 Review the issues to be closed generated by Customer Delivery, Franchise, Acceptance Manager ¦
1.4 Provide follow up, report and communication on related issue,
2.1 Makes a global technical review and consolidation
2.2 use key indicators to measure by statistics the impact of the issues discovered by the technical decline review and their sub-subsequent corrections.
2.3 Change and adapt criterias in order to cope with team load charge and the issues prioritization
3.1 Define and manage end-to-end resolution planning
3.2 Coordinate activities and lead until resolution,
3.3 Communicate progress on regular basis,
3.4 Consolidate all pertinent information required to define the root cause,
3.5 Define a resolution plan based on issue analysis and communicate it to concerned parties.
3.6 Build reports to track CQA issues,
3.5 Principal Point of Escalation.
4.1 Fill CQA database with all relevant information about acceptance issues,
4.2 Use CQA Database to provide an accurate description and status of the managed issues,
4.3 Assessment, solution building and deployment follow up,
4.4 Take accountability for the resolution plans until final completion,
4.5 Coordinate all cross-functional team members involved in the resolution of acceptance issues.
5.1 Build & maintain Acceptance KPI File to be shared with Internal/External customers,
5.2 Communicate on regular basis progress on blocking problems subject to escalation,
6.1 Launch escalation on major blocking problems,
6.2 Analyze escalated acceptance issues and define necessary resolution plan,
6.3 Take accountability for the resolution plans until final completion,
6.4 Coordinate all cross-functional team members involved in the resolution of acceptance issues.
7.1 Use of database to provide an accurate description and status of the managed resolution plan,
7.2 Assessment, solution building and deployment follow up,
Education, Experiences & Skills required:
-Experience in the card payment industry and appetite/curiosity for exploring and constant update on market and industry trends,
-Strong Knowledge of MasterCard Core Systems,
-Strong analytical skills.
-Methodological rigor coupled with hands on knowledge of key MC systems.
-Attention to details and focused on quality,
-Proven relationship management skills,
-Excellent analytical skills,
-Demonstrated thought leadership,
-Planning and effective priority setting,
-Customer-focused, solution oriented mentality,
-Strong team player with business acumen,
-Strong process managements skills able to coordinate until completion,
-Excellent verbal and written skills
-Self-motivated, good organizational & time management skills
-Advanced knowledge of Microsoft Office Suite,
-Bachelors degree. MBA or postgraduate are a plus but not required.
- Fluent in English, Portuguese and Spanish
Equal Opportunity Employer
Requisition ID: R-62741