Quality Coach Analyst

1 week ago

Quezon City, National Capital Region, Philippines Global Payments Full time

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.

Purpose

Monitor and enhance agent effectiveness by evaluating customer interactions via phone, chat, or email in order to improve quality and overall customer experience. Identifies interaction strengths and opportunities and provides relevant feedback that will then be used to ensure best in class service is being delivered consistently to our customers. Perform data analysis and interpretation to evaluate the voice of the customer working with the contact center, client support and operations teams to enhance quality levels and minimize issues.

Works as part of a high-performing team supporting the contact center

Embraces our corporate mission and culture while fostering an environment that empowers our teams to passionately represent our customers.

Supports and actively contributes to organization and department initiatives.

Handle contact center reporting, review calls, record findings, conduct quality service coaching sessions

Knowledge mastery in at least 2-4 lines of business supported

Investigate customer complaints and product issues

Quickly learn multiple lines of business and achieve certification as required

Use metrics and data to measure advocate performance and voice of the customer, develops analysis and participates in business review meetings with various levels of leadership

Work closely with stakeholder departments to review and validate CRM data based on quality requirements, recommend changes to predetermined quality guidelines

Document analysis and findings into reports and build polished presentations for stakeholder briefings

Delivers immediate feedback to leadership on critical incidents that may be impactful to the company and customers.

Immediately provide value to our client service and contact center teams

Ability to aggressively learn new skills and constantly improve performance required

Identify trends and patterns that indicate quality issues or areas for improvement

Meet, maintain or exceed quality benchmarks

Ability to adapt to frequent or unexpected changes in the work environment and be able to adjust approach or method to best fit the current situation required.

Ability to organize and prioritize multiple tasks and projects, work in a fast-paced environment and meet deadlines.

Coordinate and participate in monthly call calibrations

Other Duties

Perform miscellaneous job duties as assigned by management.

Required Qualifications

Bachelor's degree or its equivalent

Customer Care Agent II or higher

Work history demonstrates initiative and proactive approach to working in teams

Distinguished interpersonal skills and tenacity to build rapport and strong relationships with both business and difficult conversations.

Combines technical knowledge with customer expectations to ensure best in class service is delivered to our customers

Displays judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, leadership and customers.

Responsive, flexible, and open to process changes with aptitude to receive clear feedback

Strong Problem solving and analytical skills

Excellent written, verbal, and active listening skills.

Meticulous attention to detail

Stellar time and attendance track record

Preferred Qualifications

Working knowledge of Google programs including but not limited to Sheets, Docs, Slides, Forms, Meets and the ability to learn new systems rapidly.

Responsive, flexible, and open to processing changes.

Bi-lingual Spanish/French a plus

Quality Coach Analyst II

Senior Quality Analyst

Quality Analyst Team Lead

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact .

Interested in learning more about Global Payments and Our Family of Brands?

Global Payments Inc. (NYSE: GPN) is a leading pure play payments technology company delivering innovative software and services to our customers globally. Our technologies, services and employee expertise enable us to provide a broad range of solutions that allow our customers to operate their businesses more efficiently across a variety of channels around the world.

Headquartered in Georgia with nearly 24,000 employees worldwide, Global Payments is a member of the S&P 500 with worldwide reach spanning over 100 countries throughout North America, Europe, Asia Pacific and Latin America. For more information, visit and follow Global Payments on Twitter (@globalpayinc), LinkedIn and Facebook.

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