Quality Analyst Collections Operations

FIS - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

As a Quality Analyst in Collections Operations at Fidelity Information Services (FIS), you will play a crucial role in ensuring performance quality, compliance, and exceptional customer service within the Finance Shared Services environment. This position is essential for meeting the demands of a dynamic and changing business landscape, particularly within the Worldpay - FIS framework. Your primary focus will be on minimizing risks to the business while continuously evaluating and improving customer experience. You will be part of a team that is open, collaborative, and passionate about delivering high-quality service. In this role, you will be responsible for conducting telephony-based audits across Collections and Recoveries in both the UK and the US. This governance role is vital for supporting future internal and external audits, and you will work closely with official quality procedures to ensure compliance. You will also deliver face-to-face feedback and coaching to team members to enhance their skills and performance. Your ability to maintain accurate data and drive improvement activities will be key to your success. Strategic thinking is essential, as you will be expected to create and implement quality frameworks and standards that adapt to the evolving business environment. A self-disciplined approach is necessary to maintain business knowledge and multi-skilling, enabling you to make informed recommendations that protect the business. This position offers a multifaceted job with a high degree of responsibility and a broad spectrum of opportunities for professional growth and personal development.

Responsibilities

• Conduct telephony-based audits across Collections and Recoveries in the UK and US.
• Deliver face-to-face feedback and coaching to team members.
• Calibrate with leaders across the department to ensure quality standards are met.
• Maintain accurate data and drive improvement activities based on findings.
• Demonstrate strategic thinking by creating and implementing quality frameworks and standards.
• Adapt to the changing dynamics of the business and evolve processes accordingly.
• Maintain business knowledge and multi-skilling to make informed recommendations.

Requirements

• Attention to detail skill.
• Knowledge and experience in Collections.
• Excellent interpersonal skills to maintain effective working relationships.
• Ability to achieve smart targets and understand performance statistics confidently.

Nice-to-haves

• 3 years of Collections knowledge and experience.
• Recognized Industry Quality Qualification.
• Proven ability to lead a project.

Benefits

• Competitive salary and benefits to support lifestyle and wellbeing.
• Broad range of professional education and personal development opportunities.
• Collaborative and respectful work environment.
• Great workspaces with dedicated and motivated colleagues.