Position Type : Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired : Associate's Degree
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 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 and offline tickets for the a help desk servicing US banks both in terms of customer service and technical support 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.
Provide accurate and timely quality monitoring reports on quality issues, performance measures and / or agents / technicians.
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
Work closely with onshore / local partners for process improvement
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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