Quality Assurant Specialist-Collections Team - Fiserv
Marietta, GA
About the Job
Calling all innovators – find your future at Fiserv.
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Quality Assurant Specialist-Collections Team
What does a great Quality Assurant Specialist do at Fiserv?
As a QA Specialist you will be responsible for call monitoring audits and regular reporting for first-party collections. You will interpret and implement quality assurance standards and provide accurate and comprehensive feedback to call center associates and management.
What you will do:
+ Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
+ Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards.
+ Participate as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
+ Ensure the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures.
+ Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures.
+ Communicate performance expectations, action plans and development plans to team members to improve call quality.
What you will need to have:
+ High School Diploma or equivalent.
+ 1 year of call quality monitoring experience, coaching / mentoring.
+ Minimum of two years of customer service experience, preferably in a collection, call center or sales environment.
What would be great to have:
+ Proficient in MS Office and data base management.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.
_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._
Thank you for considering employment with Fiserv. Please:
+ Apply using your legal name
+ Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
What you should know about us:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune _®_ magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion:
Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.
Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.
If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Quality Assurant Specialist-Collections Team
What does a great Quality Assurant Specialist do at Fiserv?
As a QA Specialist you will be responsible for call monitoring audits and regular reporting for first-party collections. You will interpret and implement quality assurance standards and provide accurate and comprehensive feedback to call center associates and management.
What you will do:
+ Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
+ Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards.
+ Participate as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
+ Ensure the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures.
+ Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures.
+ Communicate performance expectations, action plans and development plans to team members to improve call quality.
What you will need to have:
+ High School Diploma or equivalent.
+ 1 year of call quality monitoring experience, coaching / mentoring.
+ Minimum of two years of customer service experience, preferably in a collection, call center or sales environment.
What would be great to have:
+ Proficient in MS Office and data base management.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.
_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._
Thank you for considering employment with Fiserv. Please:
+ Apply using your legal name
+ Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
What you should know about us:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune _®_ magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion:
Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.
Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.
If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.
Source : Fiserv