Senior Quality Analyst at FIS

| Jacksonville, FL
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Job Description
Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the team
The focus of this role is centered around performance quality, compliance and delivering exceptional customer service through our people. This is an essential role to meet the demands of a dynamic and changing business within the Merchant Services Operations. It is vital to ensure all risk to the business is minimized, customer experience is continuously evaluated, and changes or improvements are implemented. The functionality of this team is essential to the future development of the business and critical to the performance management process.
What you will be doing
You would be responsible for applying knowledge, insight and coaching for the Operations teams through the quality audit process for both telephony and off phone case work. You will be providing a level of governanace for both the UK and US LOBs to protect the business and support future internal and external audits, working in conjunction with the official quality procedures.
  • Telephony and Case work quality audit activity
  • Delivering face to face feedback and coaching to upskill our people
  • Calibrating with leaders across the department
  • The ability to maintain accurate data and drive improvement activity
  • Demonstrate strategic thinking, with the ability to create and implement quality framework and standards
  • The ability to evolve and adapt to the changing dynamic of the business
  • A self-disciplined approach to maintain business knowledge and an adequate level of multi-skilling to make recommendations to protect our business

What you bring:
  • Attention to detail skill
  • Operations knowledge and experience
  • Excellent interpersonal skills to maintain effective balanced working relationships
  • Ability to achieve smart targets, understand performance statistics with confidence to present results to stakeholders

Bonus if you have:
  • Advanced Excel and Tableau skillset
  • Strong analytical skills and the ability to present trending in dashboards and powerpoint
  • Proven ability to lead a project

What we offer you
  • Competitive salary and benefits to support your lifestyle and wellbeing
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • Great workspaces with dedicated and motivated colleagues
  • A work environment built on collaboration, flexibility, and respect
.
Vaccination Requirements
Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Google CloudFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

An Insider's view of FIS

What's something quirky about your company?

We love to dance at company parties and picnics.

We love to give "High 5s" and shout-outs for people that go above and beyond and "rock!"

Wendy Graham

Training and Careeer Development

What projects are you most excited about?

I'm excited to launch our 2019 Rewards of Better Business Banker referral campaign. We'll combine the successes of our 2018 campaign with new incentives for 2019, to grow the volume of qualified referral submissions from banks. Our goal is a culture of support for account executives and bankers with easy access to tools and impactful conversations.

Diana Quetti

Channel Demand Marketing Analyst, FInancial Solutions

What is your vision for the company?

We’re passionate about being the partner for connected commerce for businesses around the world and we’re creating a company culture where colleagues grow and thrive, while having fun along the way. Our teams collaborate to seamlessly serve our global customers and each colleague plays a critical role as we proudly advance the ways the world pays.

Kelly Beatty

Senior Leader, Strategic Program Management

What are FIS Perks + Benefits

FIS Benefits Overview

Taking care of our colleagues means that our customers, company, and communities are well taken care of, too. That’s why we’re always looking for attractive benefit offerings to support our colleagues and their families. In addition to competitive medical/dental/vision plans, life insurance and disability coverage to take care of basic needs, there’s also opportunities to participate in a stock purchase plan, have 401(k) deferrals matched, receive HSA seed money, earn wellness incentives, and even have your charitable contributions matched – just to name a few.

Culture
Volunteer in local community
Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Partners with Nonprofits
The FIS Foundation provides more than one million dollars in grants to over 125 organizations throughout the US in: Children’s Services, Community Development, Environment & Health/Human Services.
Friends outside of work
Eat lunch together
Intracompany committees
We have Inclusion Networks which connect colleagues around gender, race/ethnicity, disability, LGBTQ+ identity, early career professionals, veteran status, and working families, to name a few!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
A pillar of the FIS Inclusion & Diversity program, Inclusion Networks function to connect, educate and support the development of their members and promote the company’s overall goals and values.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Employees are eligible to contribute 1-40% of their annual salary on a pre-tax basis.
401(K) Matching
The company match is $.50 per $1.00 up to the first 6% of the employee contribution.
Employee Stock Purchase Plan
Employees can contribute 3-15% of their base salary & commissions to "purchase FIS stock." FIS matches 25% of contributions on a quarterly basis, one year after contributions are made.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Our generous PTO plan allows colleagues to enjoy time away from work and promotes a healthy life balance. PTO can also be used for illness days and unexpected emergencies.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks

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