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Call Center Quality Analyst I

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FIS

8d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You need 1+ year experience, strong communication skills, MS Office proficiency, 1st line support background, attention to detail, and knowledge of ITIL and card payments preferred.
  • You will monitor and coach call center agents, handle incident tickets, conduct performance analyses, escalate issues, and maintain documentation while ensuring compliance with service standards.

Requirements

  • At least 1 year of work experience
  • Ability to work both independently and in a team environment
  • Use of Incident/Service request tooling, ServiceNow preferable but not essential
  • Excellent customer service skills that build high levels of customer satisfaction
  • Good oral and written communication skills in English including documentation writing.
  • Educated to at least GCSE English Grade A-C.
  • Experience in MS Office and using basic software applications.
  • Experienced in 1st line support with previous exposure to a call logging system is preferred
  • E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).
  • Some knowledge of ITIL Service Desk and Incident Management.
  • Good attention to detail and ability to extract the relevant information from callers.
  • Good analytical skills.
  • Knowledge of the card payments industry preferred
  • Transaction Processing and Banking
  • Offline Ticket Handling
  • Triage skills

Responsibilities

  • Monitor agents on various channels such as Voice and Offline tickets.
  • Coach agents on a regular basis discussing performance, strengths and AFI’s.
  • Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.
  • Conduct analysis on QA and CAT performance through weekly and monthly reports.
  • Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.
  • Collaborate with stakeholders on items needing assistance such as KB updation, training gaps and performance management.
  • First point of contact for circa 150 clients, internal IT and business users of IT services.
  • First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
  • Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.
  • Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).
  • Provide English language service by phone and email.
  • When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.
  • Full end to end Access Control including Password Resets, Unlocks and User Administration.
  • Track and update tickets to the clients SLA’s and internal OLA’s.
  • Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping.
  • Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
  • Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs.
  • Provides technical support activities for a software production processing environment.
  • Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
  • Asks probing questions to gather relevant information on routine and complex calls.
  • Uses effective listening skills to develop understanding of client questions or issues.
  • Maintains passwords, data integrity and file system security for a variety of applications.
  • Communicates highly technical information to both technical and nontechnical personnel.
  • Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems.
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.
  • Good organizational skills and ability to handle multiple tasks and meet deadlines.
  • Ability to utilize judgment in decision making process and decisions related to job tasks.
  • General business skills, industry knowledge, financial management and planning skills.
  • Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations.
  • Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
  • Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
  • Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.
  • First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
  • Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.
  • Good understanding of IT Infrastructure, hosted systems and Active Directory.
  • Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
  • Carry out system checks and notify support teams of problems.
  • Improve or maintain existing procedures within our ServiceNow knowledge base.
  • User maintenance on a variety of systems using strict logical access procedures.
  • Carry out auditing and operational review activities to ensure FIS remains compliant.
  • Participate in team projects that enhance the quality or efficiency of the Service Desk.
  • Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
  • Updating operational and technical documentation together with product user guides as required.
  • Work within the scheme compliance and regulatory frameworks.

FAQs

What is the job title for this position?

The job title is Call Center Quality Analyst I.

What type of employment is offered for this position?

This position is offered as full-time employment.

What education is desired for this role?

A General Equivalency Diploma is desired for this role.

Is travel required for this job?

No, travel is not required for this job; the travel percentage is 0%.

What systems will I primarily use in this role?

You will primarily use the ticketing system (ServiceNow), email, and make outbound calls.

How many clients will I be the first point of contact for?

You will be the first point of contact for approximately 150 clients.

What is the primary responsibility of a Call Center Quality Analyst I?

The primary responsibility involves adding value toward incident progression/resolution, request fulfillment, and data reconciliation.

What types of tasks will I perform on a daily basis?

Daily operational tasks may include mainframe checks, SQL queries, data reconciliation, and ticket tracking.

What are some of the performance metrics I will be expected to meet?

You will be expected to meet standards such as quality standards, adherence to average handling time, attendance, and timekeeping.

What skills are required for this position?

Required skills include excellent customer service skills, good oral and written communication skills in English, and analytical skills.

Is experience in call center support necessary?

Experience in 1st line support with exposure to a call logging system is preferred.

What tools might I use in this role?

You may use incident/service request tooling, with ServiceNow being preferable but not essential.

What kind of training will I receive for this position?

You will receive coaching and mentoring to expand your overall knowledge and document solutions for the knowledge base.

What opportunities for career development are provided?

The company offers a variety of career development tools, resources, and opportunities.

What are the working hours for this position?

The specific working hours will be determined by operational needs but will generally align with standard business hours.

What benefits are offered for this position?

A competitive salary and benefits are offered as part of this position.

Is there a focus on teamwork in this role?

Yes, the position requires the ability to work both independently and as part of a team.

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FIS

Finance
Industry
5001-10,000
Employees
1968
Founded Year

Mission & Purpose

FIS is at the heart of the commerce and financial transactions that power the world’s economy. We are passionate about helping businesses and communities thrive by advancing the way the world pays, banks and invests, serving more than 20,000 clients and more than one million merchant locations in over 130 countries.