Bilingual Call Center Quality Associate II

Job Description
Position Type :
Full time Type Of Hire :
Experienced (relevant combo of work and education) Education Desired :
Associate's Degree Travel Percentage :
0%
Job Description
The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?
What you will be doing:
As a Call Center Quality Associate, you will perform daily quality audits of the call center and/or operations personnel including monitoring or inbound/outbound telephone calls and other correspondence. Frequently handle situations which require extensive analysis or research and advanced problem solving skills.
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.
Participate in calibration sessions with client as needed
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.
What you bring:
High school diploma, GED, Associate’s or Bachelor’s degree
Ability to speak and read Spanish and English fluently
One or more years of quality monitoring or quality assurance experience
Knowledge of quality concepts, terminology, and objectives
Banking industry experience (Reg E/Chargebacks)
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
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
FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $15.41 - $26.93 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.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.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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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