Sr.Executive Quality

Sr.Executive Quality

Fis Global

Sr.Executive Quality

Details of the offer

Position Type :
Full time

Type Of Hire :
Experienced (relevant combo of work and education)

Education Desired :
Associate's Degree
Travel Percentage :

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.

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

Entry level role. Basic quality assurance skills with moderate 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. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires a minimum of four 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 preferable.

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.


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