Call Center Quality Analyst II

About the team –

This will be a part of Quality team

What will you be doing

• Quality Monitoring – Evaluate customer interaction o 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
• Bachelor’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 abilities

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.

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