Executive qualityFIS

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Associate's Degree
Travel Percentage : 0%
IJP Eligibility Criteria
Band Level: AP2 & AP3
Min tenure with FIS: 6 months
Min tenure in the current position: 6 months
Performance rating of 2019: 2 - Successful or 3 - Exceptional
DA record: Not received at least 3 months prior to applying
Education Requirement: Completed 2 years in College
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
MyBambu clients are LATAM Immigrants who mostly do not have access or capabilities to open a bank account in the US. Through MyBambu clients can send/transfer money overseas (LATAM only), pay bills, buy groceries, use the card through our partner merchants among other benefits. Our team helps them mostly on mobile application navigation, assist with application inquiries such as payment issues, technical inquiries as well as details of benefits. The team works closely with our client and onshore partners to ensure excellent customer service is delivered while staying compliant with applicable security laws.
What you will be doing
Monitor calls for BPO Leverage Services to measure quality levels and recommend updates to procedures or training. Produce quality-related reports and feedback to managers to ensure improved quality levels in the global help desk area.
Performs daily quality audits of the Leverage Services
Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or agents. Provides feedback to managers regarding areas for improvement and recommends process improvements based from data collected on QA evaluations
Monitors audit schedule to ensure compliance to the quality sampling plan.
Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
Assists in the evaluation of quality audit appeals.
Assists supervisors and leads with individual level and team performance
Consults with senior peers and/or management on non-complex projects to learn through experience.
Other related duties assigned as needed.
What you bring
Basic knowledge of quality concepts, terminology, and objectives
Knowledge of MS Office, e.g., Word, Excel
Thorough knowledge of the help desk background especially with CSAT
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
Added bonus if you have
Experience working in a call center
Experience in quality monitoring or quality assurance
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 work spaces 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
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
FIS

Manila City, Metro Manila
Permanent
Full-time