What Part Will You Play?
Begins to become familiar with internal processes and client specific call scoring criteria while monitoring random inbound customer service calls and evaluating the quality of calls based on client defined criteria. Provides Customer Service Representatives (CSRs) with basic feedback and coaching to improve the quality of service provided to the supported client’s customers. Creates weekly reports outlining the calls evaluated, team member(s) coached for department management and/or supervisor.
Participates in client calibration meetings as an observer in order to gain the necessary knowledge and skills to sufficiently respond to inquiries during client calibration sessions. May assist more experienced Quality Control Specialists with the preparation for client calibration sessions and/or business reviews by performing tasks such as running reports out of call monitoring system, call recording retrieval for client requested call(s), creating a transcript of the requested call(s) and creating one to two business review presentation slides, as directed.
Assists more experienced Quality Control Specialists with preparing necessary information to respond to client requests for review of certain basic inbound customer service call(s) by extracting the recording(s) from the system and creating a transcript of the call(s).
Acts as a back-up to the customer service team as necessary to resolve customer account inquires during inbound customer service calls.
Assists management with basic special projects of minimal impact. Special projects typically require no more than 10% of the Quality Control Specialist’s work week in addition to regularly scheduled tasks.
What Are We Looking For in This Role?
Minimum Qualifications
High School Diploma or Equivalent
Typically No Relevant Experience Required
Preferred Qualifications
1-2 years related work experience
What Are Our Desired Skills and Capabilities?
Skills / Knowledge – Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
Job Complexity – Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
Supervision – Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
Skills / Knowledge – Client polices, 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.
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Overview: The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Will be entering parts into a computer Fast Pace job Must be able to stand...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> The ‘Apply with SEEK’ option will be utilized for International applicants, mainly Australia. If this...
Apply For This JobJob Details New ideas are all around us, but only a few will change the world. That’s our focus at...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> We are in need of friendly, conscientious, customer service/data entry reps who are comfortable helping...
Apply For This JobJob Description Join Team USA Diving! We are looking for enthusiastic team members to help us continue to take the...
Apply For This Job