Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
High School Diploma
Travel Percentage :
0%
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.
Job Description Summary
Monitor activity in Consumer contact centres to measure quality levels and recommend updates to procedures or training. Produce quality-related reports and feedback to managers to ensure improved quality levels in the contact canters.
Entry level professional individual contributor role. Works on problems of limited scope, following standard practices and procedures with detailed instruction on new work.
Job Description:
Performs daily quality audits of the call censer 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, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call canter 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..
About the Team
Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.
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, e.g., 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 : 10+2
Graduate (Desirable)
In-depth knowledge of the company’s 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
Added bonus if you have:
• 1-year of customer service experience
• 1-year experience working in a high-volume call center
• Excellent customer service skills that build high levels of customer satisfaction
What we offer you
•A competitive salary with attractive benefits including private medical and dental coverage insurance
•A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
•A modern work environment and a dedicated and motivated team
•A broad range of professional education and personal development opportunities
•A work environment built on collaboration and respect
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 Online Privacy Notice.
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.
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