Call Center Quality Analyst I

FiSec Global

Risk Management & Compliance

93+ Applicants

Posted: 8 months ago

2-6 years

Haryana

Work from Office

Posted: 8 months ago

Applicants: 93+

Job Description

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Job Description

As a member of the Quality team, you will be responsible for various tasks aimed at ensuring the adherence to company standards and identifying areas for improvement. Your duties will include evaluating customer interactions, providing feedback to agents for process improvement, analyzing trends from quality audits, and preparing detailed reports. Moreover, you will need to ensure compliance with regulatory standards, implement a structured feedback mechanism, and maintain accurate records of quality audits.

To excel in this role, you are required to have a strong knowledge of quality concepts, terminology, and objectives. Proficiency in MS Office tools such as Word, Excel, and Access is essential. Additionally, you should possess a thorough understanding of call center operations and the daily duties of personnel being audited. Excellent verbal and written communication skills, along with proficiency in online tools, are crucial for success in this position.
Furthermore, domain expertise in consumer relations, critical thinking abilities, and proficiency in processing, investigation, and human trafficking are key attributes that you should bring to the role. Being a team player with problem-solving and analytical skills will be beneficial as you review past investigations and entire files. Proficiency in English language skills in reading, writing, and speaking is also required.

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At FIS, you will have the opportunity to grow your career in the fintech industry. We offer an inclusive and diverse team environment, professional and personal development opportunities, resources to contribute to your community, and a range of benefits designed to support your lifestyle and well-being. FIS is committed to safeguarding the privacy and security of all personal information processed to provide services to clients.
Please note that FIS primarily follows a direct sourcing model for recruitment, and a small portion of hiring is done through recruitment agencies. We do not accept resumes from agencies not on our preferred supplier list and are not responsible for any fees related to resumes submitted through job postings or other channels within the company.,

Skills

Knowledge Of MS OfficeDomain Expertise In Consumer RelationsProcess ImprovementTeam PlayerWritten Communication SkillsData AnalysisCritical ThinkingComplianceHuman TraffickingInvestigationFeedback MechanismDocumentationAnalytical SkillsProblem SolvingProcessingVerbalQuality MonitoringKnowledge Of Quality ConceptsProficiency In Online Tools

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Important dates & deadlines?

Application Deadline

17 Oct 25, 03:31 PM IST

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