Quality Coach I

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 and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality. Enters quality scores 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?

• Further develops familiarity with client specific call scoring criteria while monitoring random inbound/outbound customer service calls and evaluating the quality of calls based on client defined criteria. Provides Customer Service Representatives (CSRs) with constructive 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 and provides standard responses to basic inquiries during client calibration sessions. Assists in 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 two or more business review presentation slides, as directed. May be required to interact with the client, management, and training during client calibration sessions and/or business reviews. Facilitates client calibration sessions as necessary.

• Prepares all necessary information for more experienced Quality Control specialists to respond to client requests for review of certain basic and escalated inbound and/or outbound customer service call(s) by extracting the recording(s) from the system, creating a transcript of the call(s), and organizing any other supporting documentation.

• Acts as a back-up to the customer service team as necessary to resolve customer account inquires during inbound and outbound customer service calls.

• Assists management with basic to moderately complex special projects of minimal/moderate impact. Special projects typically require no more than 25% 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 Minimum 2 Years Relevant Exp

Preferred Qualifications

• 2-4 years related work experience

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

• Job Complexity

• Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.

• Supervision

• Normally receives little instruction on daily work, general instructions on newly introduced assignments.

• Skills / Knowledge

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