Call Center Quality Analyst I

FIS

0 - 3 years

nan

Posted: 27/03/2025

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

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.

#pridepass

About Company

FIS (Fidelity National Information Services, Inc.) is a global leader in financial technology solutions, providing services to banks, merchants, and capital markets firms. Headquartered in Jacksonville, Florida, FIS offers a comprehensive range of solutions, including payment processing, banking software, wealth management tools, and risk and compliance services. Its innovative technologies are designed to streamline financial operations, improve customer experiences, and enhance operational efficiency. Serving clients in over 100 countries, FIS is known for its cutting-edge solutions that power the global financial ecosystem.

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