Every day, General 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. Scores are then entered into a database for tracking and reporting
purposes. Quality issues and performance measures are used to insure the highest
level of customer service to cardholders while maintaining the integrity of the
client.

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 trans

📌 Quality Control Specialist I (Ciudad de México)
🏢 Global Payments
📍 Ciudad de México