Quality Control Specialist I

Global Payments
Mexico
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Education: high_schoolSkills: ["Attention to detail","Communication","Problem-solving"]

Monitor, evaluate, and score a set number of calls monthly to assess call center and collections quality. Provide feedback to CSRs, participate in client calibration meetings, assist with transcripts and reports, and support the customer service team as needed to maintain high-quality service for cardholders.

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FursaFursa
Global Payments
Global Payments
3 months ago

Quality Control Specialist I

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Source: Company careers pageValidated by: Fursa AI
Last checked: 29 days agoStatus: Live

Job Summary

Monitor, evaluate, and score a set number of calls monthly to assess call center and collections quality. Provide feedback to CSRs, participate in client calibration meetings, assist with transcripts and reports, and support the customer service team as needed to maintain high-quality service for cardholders.
Location: Mexico
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Entry level

Key Responsibilities

  • •Monitor random inbound customer service calls and evaluate quality based on client criteria and scoring rubrics.
  • •Provide basic feedback and coaching to Customer Service Representatives to improve service quality for the client’s customers.
  • •Create weekly reports detailing evaluated calls and coaching, for department management and supervisors.
  • •Participate in client calibration meetings as an observer and assist with preparation for calibration sessions and business reviews.
  • •Assist management with basic special projects and act as back-up to the customer service team when needed.

Key Requirements

  • •High School Diploma or Equivalent
  • •Typically No Relevant Experience Required
  • •1-2 years related work experience
  • •Knowledge of the LOB of Chile
  • •Ability to monitor inbound calls and evaluate quality using client-defined criteria
Education:High School
Skills:Attention to detailCommunicationProblem-solving
Languages:English

Company Brief

Global Payments
Global Payments provides payment technology and software solutions for merchants, issuers, and partners worldwide, enabling electronic payments, omni-channel commerce, and value-added services across industries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Atlanta, United States
Founded: 2001
WebsiteLinkedIn