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Quality Control Specialist I

Company: Global Payments Inc.
Location: Jeffersonville
Posted on: February 23, 2021

Job Description:

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary Of This Role

Monitors, evaluates, scores, and coaches a specified number of calls each month for all clients in order to provide an overall assessment of call center line quality. Scores are then entered into a database for tracking and reporting purposes. Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client.
What Part Will You Play?

  • Monitors random inbound/outbound and escalated customer service calls and evaluates the quality of calls based on client-defined criteria. Provides Customer Service Representatives (CSRs) with detailed feedback and coaching to improve the quality of service provided to the supported client's customers. Participates in the training of new or less experienced Quality Control Specialists. Begins to provide recommendations to management regarding improved CSR training, additional training, CSR scripting, and coaching opportunities. Creates weekly reports outlining the calls evaluated, team member(s) coached for internal management, and compiles consolidated reporting for external clients.
  • Facilitates and prepares information for client calibration sessions and provides detailed responses to basic to complex inquiries during client calibration sessions. Prepares for and occasionally participates in business review meetings with various levels of management. Reviews the supporting information prepared by less experienced Quality Control Specialist prior to client calibration sessions and business review meetings. Provides feedback and guidance to less experienced Quality Controls Specialists to ensure relevant and complete information is provided to the client.
  • Prepares and responds to client requests for review of certain basic and escalated inbound and/or outbound customer service call(s).
  • Acts as a back-up to the customer service team as necessary to resolve customer account inquiries during inbound/outbound and escalation customer service calls.
  • Assists management with complex special projects of moderate/major impact.What Are We Looking For in This Role?

    Minimum Qualifications
    • High School Diploma or Equivalent
    • Typically Minimum 4 Years Relevant Exp

      Preferred Qualifications
      • 4 -6 years related work experience. 2 or more years of experience with facilitating presentations.What Are Our Desired Skills and Capabilities?
        • Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
        • Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
        • Supervision - Proposes methods and procedures on new assignments. May be an informal team leader.
        • Skills / Knowledge - Knowledge of client policies, departmental procedures, and applicable computer applications
          Global Payments Inc. is an equal opportunity employer.

          Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Keywords: Global Payments Inc., Louisville , Quality Control Specialist I, Other , Jeffersonville, Kentucky

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