Call Center Quality Analyst I

4 weeks 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

  • Call Center Quality Analyst I

    4 weeks 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...

  • Call Center Operations Analyst I

    4 weeks ago

    Gurugram, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 5 - 10%Prior experience (minimum 2 years) in a WFM function - PreferredShould be hands on experience with Call center tools such as Nice In-contact, IEX, Avaya CMSShould be well versed with Call Centre service...

  • InP-Call Center Supervisor I

    2 hours ago

    gurugram, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associate's Degree Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.• Monitors...

  • Call Center Trainer II

    4 weeks ago

    Gurugram, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0% GENERAL DUTIES & RESPONSIBILITIES • Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going...

  • Call Center Trainer II

    4 weeks ago

    Gurugram, India Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES• Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going...

  • Call Center Trainer II

    4 weeks ago

    gurugram, India Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES• Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel....

  • Call Center Trainer II

    4 weeks ago

    gurugram, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0% GENERAL DUTIES & RESPONSIBILITIES• Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel....

  • Inp-call Center Supervisor I

    16 hours ago

    Gurugram, Haryana, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Associate's Degree **Travel Percentage**: - Excellent customer service skills that build high levels of customer satisfaction - Excellent verbal and written communication skills - Must be detail-oriented and customer-driven, focusing on...

  • Call Center Trainer II

    4 weeks ago

    Gurugram, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES• Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes...

  • Medical Call Center Executive

    4 weeks ago

    Gurugram, Haryana, India Orthocure Healthcare Full time

    **Orthocure Healthcare P. Ltd ** is looking for Medical Call Center Executive with experience in call center environment. **Description**: Seeking a highly motivated and qualified individual as a health care based call center. **The Specialist will be responsible for: - ** - Professionally responding to telephone inquiries from callers and ensuring patient...

  • Group Bayport

    4 weeks ago

    Gurugram, India Group Bayport Full time

    About the Role:We are seeking a highly skilled and experienced Senior Contact Centre Quality Analyst to join our team in Gurgaon. This role is critical in ensuring the highest standards of quality are maintained within our contact center operations, especially during the US business hours. The ideal candidate will be a Green Belt Six Sigma certified...

  • IND Data Analyst I

    7 days ago

    Gurugram, India Aon Full time

    The IND Data Analyst I will be responsible for gathering data inbound and outbound technical design documents on local/regional level. Review, analyze and evaluate business systems and user needs. Liaise between business and technical personnel to ensure a mutual understanding of processes and applications. Identify, Evaluate and Implement External...

  • IND Data Analyst I

    1 week ago

    gurugram, India Aon Full time

    The IND Data Analyst I will be responsible for gathering data inbound and outbound technical design documents on local/regional level. Review, analyze and evaluate business systems and user needs. Liaise between business and technical personnel to ensure a mutual understanding of processes and applications. Identify, Evaluate and Implement External...

  • Quality Analyst

    4 weeks ago

    Gurugram, India Frankfinn Institute Of Air Hostess Training Full time

    Job Requirements Job Title: Quality AnalystCompany Name: Frankfinn Institute of Air Hostess TrainingLocation: Sector 18, Gurgaon, HaryanaSalary: ₹20,000 - ₹35,000 per monthQualification: Graduate and aboveExperience: 1 - 6 years Experience in Telesales / TelemarketingJob Type: Full TimeShift: 6 days working | Day ShiftJob Description:Frankfinn...

  • Quality Analyst, AVP

    2 weeks ago

    Gurugram, India NatWest Group Full time

    Join us as a Quality AnalystIf you have a keen eye for detail, this could be the role for you, as you’ll make sure that only well designed and built work packages get through quality testingYou’ll make sure decisions made are based on robust data, return on investment and value measures that demonstrate thoughtful and intelligent cost managementJoining...

  • Senior Quality Analyst

    3 weeks ago

    Gurugram, India ixigo Full time

    Company DescriptionLaunched in 2007, ixigo is an AI-based travel app based in Gurugram, India. ixigo services Indian travellers and their travel utility, planning and booking problems using technology and artificial intelligence. Offering train, flight and bus utility & bookings, the company applies AI for deal discovery, personalized recommendations,...

  • Senior Quality Analyst

    3 weeks ago

    Gurugram, India ixigo Full time

    Company DescriptionLaunched in 2007, ixigo is an AI-based travel app based in Gurugram, India. ixigo services Indian travellers and their travel utility, planning and booking problems using technology and artificial intelligence. Offering train, flight and bus utility & bookings, the company applies AI for deal discovery, personalized recommendations,...

  • Senior Quality Analyst

    3 weeks ago

    Gurugram, India ixigo Full time

    Company Description Launched in 2007, ixigo is an AI-based travel app based in Gurugram, India. ixigo services Indian travellers and their travel utility, planning and booking problems using technology and artificial intelligence. Offering train, flight and bus utility & bookings, the company applies AI for deal discovery, personalized recommendations,...

  • Group Bayport

    4 weeks ago

    Gurgaon/Gurugram, India iimjobs Full time

    About the Role:We are seeking a highly skilled and experienced Senior Contact Centre Quality Analyst to join our team in Gurgaon. This role is critical in ensuring the highest standards of quality are maintained within our contact center operations, especially during the US business hours. The ideal candidate will be a Green Belt Six Sigma certified...

  • Call Center Executive

    6 days ago

    Gurugram, Haryana, India Navvyasa Consulting Private Limited Full time

    **Expectation**: To communicate with clients in a matured and professional way and align self with business and organizational goals to identify sales opportunities and handle customer queries/complaints. **Strong communication skills in English and Hindi and clear thought process**. **Responsibilities** - Process Skills: Manage large amounts of inbound...