TSYS Jobs (2)

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.

The position listed in this requisition is ineligible for the referral bonus award program

Role Summary

TSYS is creating an Independent Business Assurance team to ensure the delivery of high quality products and services to clients worldwide.

We are currently seeking an experienced industry professional to assemble and lead this team as the Head of Independent Business Assurance for TSYS.

The position requires the individual to oversee the implementation of the Independent Business Assurance function in TSYS (in collaboration with an external QA partner).

The initial focus for the IBA team will be to ensure a quality delivery to our clients as we migrate products and services from our legacy solutions, to Cloud with AWS.

Longer term responsibilities will expand this role to include oversight of all Business QA and Testing across the enterprise.

The candidate will be responsible for developing the overall business QA and test management strategy and standards, building the IBA team, and managing their team effectively.

They will also engage with stakeholders to report on progress and provide effective program management. The IBA function will ensure a strong focus on test automation and modern testing methodologies.

The Head of Independent Business Assurance will supervise and manage diverse test teams geographically, ensuring the quality of Checkpoints and Quality Gates / Test Assurance, and being accountable for Test Planning, Escalations, Risks, and Issues management.

General Attributes

The ideal candidate for this role should possess the following professional attributes :

Comprehensive experience in Cards and Payments, including Issuer applications and processes.

Proven experience in Cloud migration, preferably with expertise in AWS, from mainframe to java cloud.

Customer-oriented mindset and the ability to manage customer-facing roles effectively.

Strong communication skills to maintain a steady and efficient communication flow with test teams across different geographies.

Proficiency in Agile methodologies, JIRA w Zephyr, and SCRUM.

A minimum of 6 years working experience in IT and Business testing functions, with a deep understanding of QA and cloud system architecture / infrastructure.

Capability to drive Process Improvement initiatives.

Adherence to core values such as Courage, Collaboration, Accountability, Respect, and Excellence.

Key Responsibilities

The following responsibilities are integral to this job opportunity :

Develops and nurtures long-term, strategic relationships both internally in TSYS, across our Technology partners and with our clients.

The individual will need to maintain an in-depth understanding of our clients’ industry and business.

Takes accountability for ensuring the organization’s clients remain the primary focus in all business activities with a client-centric approach.

Sets and monitors quality measurement KPIs and metrics, and leverages trends and insights to implement process improvements that contribute to quality evangelism.

Leads the organization’s approach to quality by educating stakeholders and embedding quality principles

Leads program quality reviews and provides guidance on process design, both in the field of quality assurance and the quality of the development process within programs.

Establishes productive relationships with IT and Development teams to ensure the quality process aligns with the overall development process within programs.

Monitors emerging technologies and market trends, identifies process improvements, and contributes to quality assurance standards and the definition of best practices at the program level.

Takes accountability for defining the appropriate environments, tooling, roles, and skills required for quality assurance and the overall development process within programs, with support from relevant leads.

Facilitates scoping and business priority setting for large or complex program changes, obtaining formal agreement from a diverse range of potentially senior stakeholders and recipients to the scope and requirements, with the ability to establish a baseline for solution delivery.

Delivers on capability assessments / audits, benchmarking, reporting, and evaluation, reviewing and predicting potential areas of deficit / risks and taking preventative action.

Development of effective QA and test dashboard reporting at both detailed and executive level

Skills and Experience

General

Demonstrated ability in client engagement at multiple levels, including creating and implementing clear, long-term strategies for successful client delivery.

Recognized as a thought leader on quality within the industry, with a track record of innovative thinking and generating new ideas.

Track record of setting visionary yet attainable goals, making courageous decisions, and implementing them successfully.

Committed to establishing industry benchmarks and setting high standards for success.

Skilled in generating groundbreaking technical solutions through collaboration with teams, applying originality and broad perspective.

Experience introducing new concepts or strategies that significantly improve or revise business practices, from ideation to implementation.

Excellent communication and presentation skills, including the ability to establish open and candid relationships at all levels and confidently influence and explain complex ideas to others.

Technical

Possesses an advanced level of expertise in QA with a strong background in managing QA programs and providing leadership to teams.

Demonstrates advanced project management skills.

Considered an expert in multiple areas, with in-depth application, technology, and domain knowledge, specifically in QA program management.

In-depth knowledge of QA and Testing methodologies, tools, KPIs and reporting

in particular a detailed knowledge is required of test automation, automation tooling and automation best practices

Strong knowledge of emerging technologies and market trends, able to assess their impact on business strategies, benefits, and risks.

Proven track record in promoting Quality principles throughout all levels of an organization.

Skilled in anticipating problem areas and utilizing formal methodologies to forecast trends and define innovative strategic choices in response to the potential implications of multiple integrated options at the program level.

In-depth knowledge of enterprise software solutions and experience in managing QA teams within programs.

Skilled in working closely with clients to develop an understanding of their business strategy and architecting testing support and solutions based on that understanding.

Management

Demonstrates excellent skills in managing people, fostering a culture of continuous learning and development, and inspiring others to reflect on their performance and grow.

Proven experience in managing geographically spread teams and creating a supportive environment that recognizes and learns from both successes and failures.

Proficient in translating the organization's vision, mission, and strategy into actionable projects and initiatives with clear milestones and delivery schedules.

Demonstrated ability to hire, develop, and retain top talent to support the organization's goals.

Experience in managing geographically dispersed teams across multiple time zones.

Budgetary

Directly accountable for managing budgets across all areas under the scope of responsibility.

Collaborates in the development of departmental budgets.

Proven expertise in monitoring and controlling resources, revenue, and capital costs against project budgets, while effectively managing the expectations of all project stakeholders.

Qualifications

Required Qualifications

Bachelor’s Degree in Computer Science, Information Systems, or other related field, or equivalent work experience

Typically a minimum of 10 years

Related professional experience including a minimum of 5-6 years experience in a managerial position.

A minimum of 6 years working experience in IT and Business testing functions, with a deep understanding of QA and cloud system architecture / infrastructure

Preferred Qualifications

ISTQB Advanced

Project Management qualification

Additional course or certification in Quality Assurance

Certification in ITIL preferred

Management qualification

Master's Degree

Related field of study from an accredited university.

Prior Global Payments, payment or technology industry experience is preferred.

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.

Call Center QA Analyst-96217

Description

Every day, the people of TSYS® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.

We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better.

This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere and for yourself TSYS may be the right place for you.

Summary

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.

Enters quality scores into a database for tracking and reporting purposes. Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client.

The Call Center QA Analyst will responsible for auditing, analyzing, and managing call center adherence to the Netspend Quality Assurance Program.

This individual will collaborate with multiple departments and outsourced vendor call centers to ensure that sites are implementing the program with a high degree of accuracy and effectiveness that drives agent performance.

Responsibilities :

• Audit representative samples of QA Evaluations in all call center locations to assess accuracy of scoring and analyze results to uncover areas of opportunity for improvement
• Develop and implement improvement strategies with call center QA teams and center leadership to drive performance improvement to Key Performance Indicators
• Manage communication between internal support departments and call center sites to ensure training and knowledge portal information is accurate and effective.
• Maintain awareness of call volume trends and customer needs to make recommendations for process changes / improvements that will promote a superior customer experience.
• Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise.
• Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience.
• Attend project status and planning meetings as needed.

Qualifications

Skills / Education / Experience :

• Bachelor’s Degree preferred.
• At least 4 years experience working in a call center environment required.
• 2 years experience in Call Center Quality Assurance preferred.
• Experience with Process improvement and change management preferred.
• Experienced with different Relational databases like Teradata, Oracle and SQL Server preferred.
• Experience with Speech Analytics platforms such as Nexidia a plus.
• Proficient in MS Office suite, especially Excel.
• Proficient in leading meetings, providing feedback, and coaching for improved performance.
• Strong analytical skills.
• Strong written and verbal communication skills.
• Ability to work well in a fast paced collaborative work environment.
• Exceptional project management skills and attention to detail.
• Knowledge of customer segmentation methodologies preferred.
• Ability to manage priorities and set direction for a team.
• Experience communicating with team members and key stakeholders and setting expectations.
• As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.

Job : Quality & Process Improvement

Primary Location : US-Texas-Austin

Organization : NetSpend Corporation

Schedule : Full-time

Job Posting : Dec 6, 2016, 1 : 56 : 15 PM

Unposting Date : Ongoing

Recruiter : LaVonne Sheets