Quality Control Specialist I

Responsibilities

• Monitor, evaluate, and score a specified number of inbound customer service calls each month based on client-defined criteria.
• Provide Customer Service Representatives (CSRs) with basic feedback and coaching to improve service quality.
• Create weekly reports outlining evaluated calls and coaching sessions for department management.
• Participate in client calibration meetings as an observer to gain necessary knowledge and skills.
• Assist senior Quality Control Specialists with preparing reports, retrieving call recordings, and creating transcripts for client reviews.
• Act as a backup to the customer service team to resolve account inquiries when necessary.
• Support management with basic special projects as assigned.

Requirements

• High School Diploma or Equivalent.
• Ability to learn and apply company policies, departmental procedures, and computer applications.
• Ability to work under close supervision following established procedures.

Preferred Qualifications

• 1-2 years of related work experience.
• Knowledge of the Chile Line of Business (LOB).

About the Company

Global Payments (NYSE: GPN) is a leading provider of commerce solutions, empowering simple, fast, and secure payments for millions of people and businesses worldwide. Our worldwide team helps over 3 million companies and 600 million cardholders grow with confidence through best-in-class payment technology and software solutions.