Skill: security , problem solving , written communication , entry level; Exp: 0-3 years; GENERAL DUTIES & RESPONSIBILITIES Performs daily quality audits (Spanish and English) of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence. Conducts audits of the production activities of assigned group, Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required. Monitors audit schedule to ensure compliance to the quality audit plan. Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends. Assists in the evaluation of quality audit disputes. Assists training specialists with updates to manuals and other job aids and may assist with training as necessary. Consults with senior peers and/or management on non-complex projects to learn through experience. Other related duties assigned as needed. EDUCATION REQUIREMENTS High school diploma or GED. Associates or Bachelors degree or the equivalent combination of education, training, or work experience is preferable. GENERAL KNOWLEDGE, SKILLS & ABILITIES In-depth knowledge of the companys products, services and business operations Knowledge of quality concepts, terminology, and objectives Knowledge of MS Office, e.g., Word, Excel and Access required Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited Proficiency in the online tools required for the position being audited Excellent verbal and written communication skills Excellent customer service, problem solving, organizational, and multi-tasking skills Strong analytical skills and the ability to see trends and patterns in data Ability to work both independently and in a team environment FIS JOB LEVEL DESCRIPTION Entry level role. Basic quality assurance skills with moderate level of proficiency. Must use knowledge of FIS products, services and business operations when monitoring quality levels to identify opportunities for customer service improvements, process and/or procedure enhancements or other types of improvements. Frequently handles situations which require extensive analysis or research and advanced problem solving skills. Often provides recommendations to managers. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires a minimum of four years of experience in a call center or customer service-related position in a service industry. One or more years of quality monitoring or quality assurance experience is preferable. With a 50-year history rooted in the financial services industry, FIS is the world’s largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poors 500 Index. FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice. FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here and here For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. As part of the selection process this role may require an assessment to determine suitability Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
Degree: ME/ M.Tech./ MS (Engg/ Sciences)
Function: IT Software : Software Products & Services