Bilingual Call Center Quality Associate II
Company: Disability Solutions
Location: Miami
Posted on: May 2, 2024
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 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:
- 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 beingFIS 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 StatementFIS 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
StatementFIS 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 hereFor 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 ModelRecruitment 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
Keywords: Disability Solutions, Miami , Bilingual Call Center Quality Associate II, Accounting, Auditing , Miami, Florida
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