Call Center Quality Associate I
Manila, 1231, Philippines
1d 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 for BPO Credit Services 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.

  • Performs daily quality audits of the Credit Services
  • Provides accurate and timely quality monitoring reports on quality issues, performance measures and / or agents. Provides feedback to managers regarding areas for improvement and recommends process improvements based from data collected on QA evaluations
  • Monitors audit schedule to ensure compliance to the quality sampling plan.
  • Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
  • Assists in the evaluation of quality audit appeals.
  • Assists supervisors and leads with individual level and team performance
  • Consults 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.

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    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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