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 Account and Senior Account Advisors in order to provide an overall assessment of calls and documentation performed by the Advisors. Scores are then entered into a spreadsheet for tracking and reporting purposes. Quality issues and performance measures are used to insure the highest level of customer service to merchants 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, outbound customer service calls, documentation on open / closed cases and evaluating the quality of calls and documentation made by Advisors. Provides Advisors with basic feedback and coaching to improve the quality of service provided to our customers. Creates a Quality Assessment scorecard outlining the calls evaluated, team member(s) coached for department management and/or leader.Participates in team meetings to gain the necessary knowledge and skills to sufficiently respond to inquiries during Management and Team member sessions as well as, completing Quality Review Tasks. May assist with the preparation for Advisor calibration sessions by performing tasks such as running reports, call recording retrieval for Management due to client requested call(s) and / or escalations.Assists with preparing necessary information to respond to other Managers within the team with requests for review of certain basic inbound customer service call(s) by extracting the recording(s) from the system and creating details of the call(s).Assists management with basic special projects of minimal impact such as reviewing cases worked on, closed, pending and calls made for the month by the SME Advisors.Hybrid, based out of the Toronto HQ, ON.What Are We Looking For in This Role?
Minimum Qualifications
High School Diploma or Equivalent
Typically No Relevant Experience Required
Preferred Qualifications
Bilingual - Fluent English & French
Experience with Salesforce.
1-2 years related work experience
What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under supervision.
Skills / Knowledge - Client policies, departmental procedures and applicable computer applications
The position listed in this requisition is ineligible for the referral bonus award program.
#LI-Onsite #LI-Hybrid
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.