الوصف الوظيفي
About the team –This will be a part of Quality teamWhat will you be doingQuality Monitoring – Evaluate customer interaction o ensure adherence to company standards and identify areas of improvementProcess 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 objectivesKnowledge of MS Office, e.g., Word, Excel and Access requiredThorough knowledge of the various call center areas and daily duties of personnel within the groups being auditedExcellent verbal and written communication skillsProficiency in the online tools required for the position being auditedBachelor’s Degree in any stream.Minimum 2 years of prior experience as a Quality Analyst in an international BPO setting.Excellent verbal and written communication abilitiesWhat 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 fintechInclusive and diverse team atmosphereProfessional and personal developmentResources to contribute to your communityA fantastic range of benefits designed to help support your lifestyle and well beingPrivacy StatementFIS 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 ModelRecruitment 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
