Service Quality Specialist

Service Quality Specialist – Santa Ana, Costa Rica

Does playing a vital role in business growth sound exciting to you? Would you like to work for a global company in Money Transfer that believes when money moves, better things can happen? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as a Service Quality Specialist.

Western Union powers your pursuit.

This role is critical in transforming data from the Mystery Shopping program and Voice of the Agent into actionable insights, issue escalation, and continuous improvement practices. The ideal candidate will have a strong background in process improvement and issue escalation, with the ability to apply Lean Management principles to identify inefficiencies, streamline operations, and drive sustainable enhancements across business functions.

Key Responsibilities:

• Interpret datasets in Power BI, Excel, and SharePoint to uncover inefficiencies, root causes, and opportunities for operational enhancement.
• Document and communicate improvement opportunities and strategic recommendations clearly to stakeholders.
• Monitor and escalate process-related issues with appropriate urgency and clarity.
• Collaborate with cross-functional teams to gather process improvement requirements and ensure alignment with business objectives.
• Lead continuous improvement efforts using Lean Management and process optimization methodologies.
• Ensure timely and accurate delivery of insights that support process enhancement efforts.
• Proactively evaluate existing workflows and processes to identify areas suitable for automation to reduce manual work and enhance efficiency.

Role Requirements:

• Bachelor's degree in business, process improvement, escalations, or related experience.
• 2 or more years of experience in process improvement, operational analysis, or business optimization.
• Experience with AI tools (e.g., Copilot), Power BI, Microsoft Excel, Snowflake, and SharePoint tools.
• Certification, training, or experience in Lean Management or Six Sigma.
• Strong analytical and problem-solving skills focused on operational efficiency.
• Experience with issue escalation and resolution processes.
• Excellent communication and presentation skills.
• Proactive mindset with a strong sense of ownership and accountability.

Western Union is positioned to become the world's most accessible financial services company —transforming lives and communities. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union.

Your Costa Rica-specific benefits include:

• Asociación Solidarista
• In-house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation for applicants, including those with disabilities, during the recruitment process, following applicable laws.