Technical Quality of Acceptance (TQA) Manager - Chicago, IL - Remote

Role:  Technical Quality of Acceptance (TQA) Manager

Location:  Chicago, IL, Remote works if we have strong candidates

Language skills; Native Spanish (fluency) + English

Role Description:

The International Client Services – Technical Quality of Acceptance (TQA) Manager is responsible for leading and supervising all related technical acceptance enablement activities as part of their assigned county/ies, leveraging a strong trend and root cause analysis approach, while orchestrating the required support from specialised partnering teams to achieve successful remediation and country acceptance health targets.

The role holder is accountable for working with Discover’s stakeholders, representing the TQA project by providing regular country updates, including challenges and wins to direct management and senior internal stakeholder clients.

The TQA Manager stays on top of all the project activities in the assigned countries and is the primary contact for issues and challenges arising from the portfolio of merchants they are responsible for.

This role requires payments knowledge in the financial services industry, ideally from a scheme, or an acquiring background in the acceptance or acceptance related field, ensuring smooth and consistent deliveries, while understanding and fixing technical problems raised during payment checkout at POS terminals and ecommerce websites. 

Key tracts of a successful candidate: 

• Leadership: sees the bigger picture, knows how to remove obstacles, and naturally becomes an evangelist of the TQA project in the assigned country/ies
• Communication: is able to communicate effectively with directors and above, masters presentation skills, acting as a consultant across the business
• Analytic Thinking: Is very familiar with data (able to manipulate it), trend analysis and root cause analysis
• Problem Solving: can break down complex acceptance technical problems and resolve them working cross functionally

Responsibilities

• Manages technical communications with client’s technical team, project team, customer service teams and senior executives
• Provides technical support and consultancy to assigned markets and clients while naturally becoming the trusted point of contact for fixing technical acceptance issues
• Proactively resolves client business & technical problems while showing strong leadership navigating the articulated business matrix, acting in complete autonomy
• Supports business development teams to expand acceptance in specific markets
• Supports market testing activities conducted by Discover with the partners and lead remediation efforts
• Proactively find gaps in the acceptance by reviewing historical transactions using data tools
• Provides regular updates and reporting adapted to different levels of management on key metrics and objectives
• Be able to adapt overall remediation tactics and strategies to address challenges/issues/ opportunities
• Executes department initiatives and ensures processes and projects are well documented to meet auditing requirements
• Could have additional responsibilities for planning, directing, and coordinating activities cross functionally.

At a minimum, here’s what we need from you:

• Extensive knowledge and experience of the payment ecosystem, preferably from a scheme or acquiring background 
• Extensive experience in managing card acceptance (technical remediation) from an operational perspective
• Proficient knowledge of Excel, Trend Analysis and Root Cause Analysis are essential
• Good knowledge of Power Point, proficient in delivering presentations to senior management
• Natural relationship builder able to proficiently set and maintain great relationships with a portfolio of clients and multiple internal stakeholders

Thanks & Regards, 

Ankur Verma

Team lead (Talent acquisition)

Direct :

Desk: Ext 2237

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