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Bilingual Call Center Quality Associate II - Miami Florida
Company: Disability Solutions Location: Miami, Florida
Posted On: 05/03/2024
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associate's Degree Travel Percentage : 0%Job DescriptionThe 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 auditedWhat we offer you:At FIS, you can grow your career as far as you want to take it. Here's what else we offer:
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