Call Center Quality Analyst I

1 month ago

gurugram, India FIS Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What You Will be Doing:

  • • Performs daily quality audits 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, , proof payment claims, credit returns, debit returns, rejects, etc.
    • 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.
     

What you bring:

  • Education: High school diploma or equivalent
  • Bachelor's degree (preferred)
  • In-depth knowledge of the company’s products, services and business operations
    • Knowledge of quality concepts, terminology, and objectives
    • Knowledge of MS Office, , 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

Preferable:

Banking – Deposits processing and knowledge is preferable.

Voice Quality in Customer service Banking – US process

  • What We Offer You:

  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
    A broad range of professional education and personal development possibilities – FIS is your final career stepA competitive salary and benefits

  • A variety of career development tools, resources and opportunities
    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 & Poor’s 500® Index.

Privacy Statement

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 .

Sourcing Model

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.

#pridepass

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