Analyst II , Quality Management

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:

• Responsible to handle all Access Management & troubleshooting tasks. Responsible to fulfill client access requirements with accuracy. Provide help in resolving technology / troubleshooting support issues.

• Under general supervision, completes tasks to help facilitate the continuous maintenance of client contact quality assurance processes and initiatives that ensure the delivery of high-quality service experiences to clients. Conducts somewhat routine assessments of client interactions, including phone calls, emails, and chats, to ensure adherence to quality standards, accuracy of information provided, and professionalism in communication. Utilizes soft skills and troubleshooting skills to resolve client issues and questions.

• Assists with implementing quality control programs and scorecards that measure key performance indicators (KPIs) related to client service delivery, timeliness, and resolution.

• Leverages a variety of quality monitoring tools and techniques to identify trends, common errors, and areas for improvement in the client service experience. Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

• Participates in quality calibration sessions with team members and internal stakeholders to ensure consistency in quality evaluation criteria and scoring, promoting fairness and accuracy in the assessment process.

• Analyzes client feedback through surveys, social media sentiment analysis, and other sources to gain deeper insights into client needs, specific challenges, and satisfaction levels.

• Communicates quality assurance findings, recommendations, and performance metrics to relevant stakeholders, including management and client contact teams.

• Identifies process gaps, inefficiencies, and areas for optimization within client contact operations, recommending process improvements to enhance quality and efficiency.

What you bring:

• Minimum 5 Years experience is required being as a Quality Analyst working in BPO domain.

• Good Communication skills (Can work on calls)

• Demonstrates effective people skills and sensitivities when dealing with others

• Ability to work both independently and in a team environment

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 step!

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities

With a 50-year history rooted in the financial services industry, FIS™ 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. 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 FIS Online Privacy Notice

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 Online Privacy Notice.

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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