Description

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world's leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

• Work closely with our Call Center Management, Customer Care philosophy, drive execution of tactical plans and ensure that our workforce has access to all the required capabilities and servicing tools
• Manage the call quality program by listening to calls, providing feedback, and managing calibration calls with various partners
• Provide effective quality coaching during the call calibration sessions
• Communicate with customers for complaint/issue resolution
• Regularly review complaints and identify any trends that pertain to processes
• Complete daily, weekly, monthly reporting with partners
• Ensure that all reporting is completed and published on time
• Participate on regular call listening sessions to ensure 100% compliance
• Respond to all audit requests providing requested information
• Develop servicing strategies that support the lines of business in their abilities to grow their business through deepening their relationship
• Drive superior service across all products
• Ensure that Legal and Regulatory controls are central to everything we do when implementing and executing the initiatives  
• Act as a key stakeholder will keep management informed on all critical situations
• Work cross-functionally & act expeditiously to resolve operational issues as they arise
• Review and validate all policy/procedure information, prior to publication

• 2 + years working as a call quality analyst in a vendor/partner relationship
• Ability to handle multiple tasks concurrently, with the ability to work independently and prioritize work effectively
• Excellent verbal and written communication skills
• Other duties as assigned.
• Strong ability to influence others and ability to challenge the status quo appropriately

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier I

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PI277969182