Call Center Quality Associate I
FIS
Manila, 1231, Philippines
8h ago

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 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 :

  • Monitor calls, web and chat tickets for the Employee Support help desk 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 global help desk area.

  • Perform daily quality audits of the Employee Support Helpdesk environment (Phone, Web, Chat)
  • Provide accurate and timely quality monitoring reports on quality issues, performance measures and / or ESH engineers.
  • Provides feedback to managers regarding areas for improvement and recommends process improvements based from data collected on QA evaluations

  • Monitor audit schedule to ensure compliance to the quality sampling plan.
  • Recommend policy and procedure changes or quality audit plan updates based on quality monitoring trends.
  • Assist in the evaluation of quality audit appeals.
  • Assist supervisors and leads with individual level and team performance
  • Consult with senior peers and / or management on non-complex projects to learn through experience.
  • Other related duties assigned as needed.
  • What you bring :

  • Basic knowledge of quality concepts, terminology, and objectives
  • Knowledge of MS Office, e.g., Word, Excel
  • Thorough knowledge of the help desk background especially with CSAT
  • 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
  • What we offer you :

  • A competitive salary and benefits.
  • Great work spaces with dedicated and motivated colleagues.
  • A variety of career development tolls, resources and opportunities.
  • 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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