Job Type






Call Center Quality Analyst I Manila

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FIS Manila Metro Manila Philippines

1 month ago

Position Type :
Full time

Type Of Hire :
Experienced (relevant combo of work and education)

Education Desired :
Bachelor's Degree

Travel Percentage :

Are you curious, motivated, and forward-thinking At FIS you will 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.

Job Summary

Monitor activity in Consumer contact centers 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 contact centers

What you will be doing :
• Conduct regular evaluations following targeted sampling plans for all channels
• Ability to address real time call and ticket and review requests
• Conduct QA coaching and huddle sessions with the service desk agents focusing on... strengths, AFIs and recommendation from agents needed for collaborative improvement
• Calibrate with Operations on process changes and its impact to the service desk and clients
• Provide weekly QA reports, analysis on performance and actions needed from stakeholders
• Conduct regular QA reviews as required by the business
• Bring about process improvements needed to meet business needs and customer experience

What you bring :Excellent communication skills
• In-depth knowledge of the companyu2019s 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

What we offer you :
• A competitive salary and benefits
• Great workspaces with dedicated and motivated colleagues
• A variety of career development tools, resources, and opportunities.


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.

Manila Metro Manila Philippines

Salary Criteria












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