Assistant Manager qualityFIS

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Associate's Degree
Travel Percentage : 25%
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.
About the team
The team handles an inbound customer service account, assisting in billing & payments inquires, statement requests, batch reconciliation, transaction lookup, funding questions, account closures, reimbursement requests, credit and gift card transaction processing.
IJP Eligibility Criteria
Band Level: AP3 & P2
Min tenure with FIS: 12 months
Min tenure in the current position: 12 months
Last Performance Rating: Exceptional or Successful
DA record: Not received at least 3 months prior to applying
Education requirement: Completed at least 2 years in College
What you will be doing
Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
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.
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.
Consults with senior peers and/or management on non-complex projects to learn through experience.
Other related duties assigned as needed.
What you bring
In-depth knowledge of the company's products, services and business operations
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
Proficiency in the online tools required for the position being audited
Excellent verbal and written communication skills
Excellent customer service, problem solving, organizational, and multi-tasking skills
Strong analytical skills and the ability to see trends and patterns in data
Ability to work both independently and in a team environment
Ability to lead, manage multiple LOBs and collaborate with stakeholders for any process improvement needed
Added bonus if you have
Minimum of five years of experience in a call center or customer service-related position in a service industry
At least three years of quality monitoring or quality assurance experience is required
Banking related industry experience
Demonstrated success in a dynamic environment
Ability to adapt to rapid change
What we offer you
A fantastic range of benefits including medical, dental, vision, and paid vacation
Great workspaces with dedicated and motivated colleagues
A broad range of professional education and personal development possibilities - FIS is your final career step!
A variety of career development tools, resources and opportunities
A work environment built on collaboration, flexibility and respect
FIS JOB LEVEL DESCRIPTION
Developing support level role. Moderate quality assurance skills with high level of proficiency. Must use knowledge of FIS' products, services and business operations when monitoring quality levels to identify opportunities for customer service improvements, process and/or procedure enhancements or other types of improvements. Frequently handles situations which require extensive analysis or research and advanced problem solving skills. Often provides recommendations to managers. Occasionally provides feedback directly to call center staff. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and manager to learn through experience. Typically requires a minimum of five years of experience in a call center or customer service-related position in a service industry. Three or more years of quality monitoring or quality assurance experience is required.
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.
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FIS

Manila City, Metro Manila
Permanent
Full-time