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Global Payments, Inc. Director, Worldwide Contact Center Quality in Jeffersonville, Indiana

Summary:

This highly impactful role will report to the Senior Director of Training, Quality & Documentation. This role will oversee Global Payments’ primary operations centers for Quality Assurance located domestically in Arizona, Colorado, Nebraska, Indiana, and Utah as well as internationally in Canada, Europe, and Manila, Philippines. The role will oversee development, implementation and support of our Quality Control processes and procedures as well as have a keen oversight into the impacts of the Customer Care teams while executing a world class experience for our customers. This role will partner heavily with our Knowledge Management and Training Directors to ensure a seamless life cycle while measuring the value and performance efforts of the Customer Care teams.

Job Details:

Essential Functions

  • Innovate quality processes across all customer care teams in collaboration with business unit leaders to deliver advanced programs, initiatives, and interventions to improve the quality of care to our customers.

  • Identify best practices and strategically lead implementation efforts while translating into tactical actions for the quality team.

  • Inspire, promote, and create buy-in and transparency through consistent and regular communication that is unified with strategic goals enabling team members to see the importance of their contributions.

  • Facilitate meetings providing input and sharing results with stakeholders.

  • Collaborates to solve complex problems and to pursue opportunities as a team and across departments/divisions.

  • Evaluate analytical outputs in order to test relevance and applicability, and identify key insights to move the business forward.

  • Drive positive culture transformation and corporate-wide awareness of Quality through education, communication, and employee engagement.

  • Develop and maintain Quality Coach candidate profiles to ensure the right talent is selected.

  • Foster relationships with internal departments and customers.

  • Provide assistance in the budgeting and financial forecasting/ analysis process.

Qualifications

  • Minimum 5 years of progressive work experience in Contact Center Operations, Quality Management, Training and/or Knowledge Management.

  • Bachelor's degree or commensurate experience highlighting growth and excellence.

  • Strong attention to detail.

  • Time management skills.

  • Must be US-based with the ability to travel domestically and internationally 15-20%.

  • Ability to work under deadlines and balance multiple, competing priorities.

  • Excellent leadership skills demonstrated by displaying a servant mentality and developing the bench strength within the team.

  • Strong communication and interpersonal skills.

  • Ability to manage teams remotely.

  • Keen eye for balancing task and relationship and being a driver for change management.

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Global Payments Inc. (NYSE: GPN) is a leading worldwide provider of payment technology services that delivers innovative solutions driven by customer needs globally. Our technologies, partnerships and employee expertise enable us to provide a broad range of products and services that allow our customers to accept all payment types across a variety of distribution channels in many markets around the world.

Headquartered in Atlanta, Georgia with more than 8,500 employees worldwide, Global Payments is a member of the S&P 500 with merchants and partners in 30 countries throughout North America, Europe, the Asia-Pacific region and Brazil.

Why Work for Global Payments?

  • Corporate citizenship is fundamental to our values

  • Real opportunities to grow professionally

  • Collaborative, friendly work environment

  • Relaxed, casual dress code

  • Competitive benefits

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