Call Center Quality Analyst I - Gurugram, India - FIS

Description

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What You Will be Doing:

• Performs daily quality audits for FCS front and back office or with other correspondence.
• Conducts audits of the production activities of assigned group, , Fraud or dispute investigation (Opened via call, document or falcon to fraud), chargebacks, merchant rebuttals, rejects, etc.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures. Provides feedback to operation team regarding areas for improvement and recommends educational opportunities for staff.
• 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 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.

What you bring:

• Education: High school diploma or equivalent
• Bachelor's degree (preferred)
• In-depth understanding of the company's products, services, and business operations
• Familiarity with quality concepts, terminology, and goals
• Open to work from office or Hybrid model as per the requirements
• Proficiency in MS Office applications such as Word, Excel, and PowerPoint
• Thorough knowledge of call center and back-office operations and daily tasks of personnel in audited groups
• Proficiency in online tools relevant to the audit position
• Strong verbal and written communication skills
• Effective customer service, problem-solving, organizational, and multitasking abilities
• Sharp analytical skills and the capacity to identify trends and patterns in data
• Ability to work independently and collaboratively.
• What We Offer You:
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  A broad range of professional education and personal development possibilities – FIS is your final career stepA competitive salary and benefits
• A variety of career development tools, resources and opportunities
  With a 50-year history rooted in the financial services industry, FISTM is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500 Index.

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 .

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.

#pridepass