Call Center Quality Analyst I

Job Description

About the team - This will be a part of Quality team What will you be doing Quality Monitoring - Evaluate customer interaction to ensure adherence to company standards and identify areas of improvement Process Improvement - Provide feedback to agents and suggest improvement in processes. Data Analysis - Analyze trends from quality audits and prepare detailed reports. Compliance - Ensure all interactions comply with the regulatory standards of the process. Feedback Mechanism - Implement a structured feedback mechanism for the continuous process requirement. Documentation - Maintain accurate records of the quality audits. What do you bring- 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 Excellent verbal and written communication skills Proficiency in the online tools required for the position being audited Domain Expertise- consumer relations Excellent verbal and written communication abilities Dependable Critical thinking. Trained and efficient in Processing, Investigation, & Human Trafficking Proficient with reading, writing (spelling), and speaking English Team players Problem solving and analytical skills as they will be reviewing past investigations and entire files. What we offer you: At FIS, you can grow your career as far as you want to take it. Here s what else we offer: Opportunities to innovate in fintech Inclusive and diverse team atmosphere Professional and personal development Resources to contribute to your community A fantastic range of benefits designed to help support your lifestyle and well being