Assistant Manager Quality
FIS
Sapphire and Garnet Roads, Ortigas Center, 15-16 Floor, Pasig City, 1605, Philippines
5d ago

Position Type : Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired : Associate's Degree

Travel Percentage :

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.

About the team

The account is one of the world’s largest prepaid card suppliers. Team is dedicated to provide exceptional customer service to the cardholders and its affiliates.

It being the vendor of choice, the team partners closely with major stakeholders to provide innovations that will produce better revenue and cost savings.

  • The Team supports multiple channels ranging from Voice, Email and Chat supporting concerns such as lost / stolen; transaction inquiry;
  • direct deposits; stimulus check status; disputes; fees / limits; card to card or person to person transfers among others.

    We cater to major cards from partners.

    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.
  • Education Requirements

    Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.

    What you bring

  • 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

    Minimum of 5 yrs experience working in a call center

    At least 2 years quality leadership experience

    Financial / banking related industry experience

    Demonstrated success in a dynamic environment

    Ability to adapt to rapid change

    What we offer you

    A fantastic range of benefits including medical, dental, vision, and paid vacation

    Great workspaces with dedicated and motivated colleagues

    A broad range of professional education and personal development possibilities FIS is your final career step!

    A variety of career development tools, resources and opportunities

    A work environment built on collaboration, flexibility and respect

    FIS JOB LEVEL DESCRIPTION

    Developing support level role. Moderate quality assurance skills with high level of proficiency. Must use knowledge of FIS’ products, services and business operations when monitoring quality levels to identify opportunities for customer service improvements, process and / or procedure enhancements or other types of improvements.

    Frequently handles situations which require extensive analysis or research and advanced problem solving skills. Often provides recommendations to managers.

    Occasionally provides feedback directly to call center staff. Works under close to general supervision with little latitude for independent judgment.

    May consult with senior peers and manager to learn through experience. Typically requires a minimum of five years of experience in a call center or customer service-related position in a service industry.

    One or more years of quality monitoring or quality assurance experience is required.

    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.

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