## Quality Assurer (m/w/d) at FIS: Shape the Future of Fintech in Nuremberg Are you a detail-oriented professional with a passion for quality and customer satisfaction? Do you thrive in a collaborative environment where you can make a real impact? If so, FIS is looking for you! As a Quality Assurer (m/w/d) in our Nuremberg office, you'll play a vital role in ensuring the highest standards of service and efficiency across our customer service teams. Join us in shaping the future of FinTech and making a difference in the financial world. ### Role Overview As a Quality Assurer, you will be responsible for monitoring and evaluating the quality of customer interactions across various channels, including phone calls, emails, and postbox responses. You will use your analytical skills to identify areas for improvement and provide constructive feedback to team members, helping them to enhance their performance and deliver exceptional customer experiences. Your focus will be on ensuring that our customer service teams adhere to company guidelines, regulatory requirements, and industry best practices. ### A Day in the Life Here's a glimpse into what your typical day might look like: * **Morning:** You start your day by reviewing a selection of recorded customer interactions, using QA tools to assess service quality, technical accuracy, and adherence to guidelines. You identify areas where team members excelled and areas where improvements can be made. * **Mid-day:** You compile your findings and prepare structured feedback reports, highlighting both strengths and areas for development. You collaborate with trainers and team leaders to schedule refresher sessions and address any identified knowledge gaps. * **Afternoon:** You analyze quality metrics and identify trends, providing insights and recommendations to improve agent performance and customer satisfaction. You also work on updating work instructions and process documentation to ensure clarity and consistency. * **Collaboration:** Throughout the day, you collaborate with team members, trainers, and team leaders to share best practices, address challenges, and promote a culture of continuous improvement. ### Why Nuremberg? Nuremberg is a vibrant city in the heart of Bavaria, Germany, offering a rich blend of history, culture, and modern innovation. As a major economic hub, Nuremberg boasts a thriving FinTech scene, making it an ideal location for FIS to operate and grow. Our Nuremberg office provides a modern and collaborative work environment, where you can connect with talented professionals from diverse backgrounds. The city offers a high quality of life, with excellent transportation links, affordable housing, and a wide range of leisure activities. ### Career Path At FIS, we are committed to providing our employees with opportunities for growth and development. As a Quality Assurer, you can advance your career in several directions, including: * **Senior Quality Assurer:** Take on more complex quality assurance projects and mentor junior team members. * **Quality Assurance Lead:** Lead a team of Quality Assurers and oversee the quality assurance process for a specific area of the business. * **Training Specialist:** Develop and deliver training programs to improve the skills and knowledge of customer service teams. * **Process Improvement Specialist:** Identify and implement process improvements to enhance efficiency and customer satisfaction. * **Team Lead:** Manage a team of customer service representatives and provide coaching and support to help them achieve their goals. ### Salary & Benefits FIS offers a competitive salary and benefits package, commensurate with your experience and qualifications. The salary range for this position is estimated to be between €45,000 and €65,000 per year. In addition to your base salary, you will be eligible for a range of benefits, including: * Company pension scheme * Company health management * Flextime * Benefit Card * Varied training and development opportunities We are committed to providing our employees with a comprehensive and rewarding compensation package that supports their financial, physical, and emotional well-being. ### FIS Culture At FIS, we foster a culture of collaboration, innovation, and inclusivity. We believe that our success depends on the diverse talents and perspectives of our employees. We are committed to creating a work environment where everyone feels valued, respected, and empowered to contribute their best work. We encourage our employees to take ownership of their work, challenge the status quo, and strive for continuous improvement. ### How to Apply If you are ready to join a dynamic team and make a real impact in the FinTech industry, we encourage you to apply for the Quality Assurer (m/w/d) position in Nuremberg. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you! ### Frequently Asked Questions (FAQ) **1. What are the key responsibilities of a Quality Assurer at FIS?** The key responsibilities include measuring and analyzing the quality of customer service teams, evaluating customer interactions, providing structured feedback, and identifying improvement opportunities. **2. What qualifications are required for this position?** Required qualifications include excellent German language skills, experience in customer service or quality assurance, strong communication skills, and experience with CRM and ticketing systems. **3. What are the benefits of working at FIS?** FIS offers a competitive salary and benefits package, including a company pension scheme, company health management, flextime, and a benefit card. **4. What is the career path for a Quality Assurer at FIS?** The career path includes opportunities to advance to Senior Quality Assurer, Quality Assurance Lead, Training Specialist, Process Improvement Specialist, or Team Lead. **5. What is the work environment like at FIS?** FIS fosters a collaborative, innovative, and inclusive work environment where employees are valued, respected, and empowered to contribute their best work. **6. What opportunities are there for training and development at FIS?** FIS offers varied training and development opportunities to help employees grow their skills and advance their careers. **7. What is the company's commitment to diversity and inclusion?** FIS is committed to creating a work environment where everyone feels valued, respected, and has equal opportunities to succeed. **8. What is the interview process like for this position?** The interview process typically involves a phone screening, followed by one or more in-person or virtual interviews with hiring managers and team members. **9. What is the company's policy on remote work?** The company's policy on remote work may vary depending on the specific role and team. Please inquire with the hiring manager for more information. **10. What is the company's approach to performance management?** FIS has a performance management system that focuses on setting goals, providing regular feedback, and recognizing and rewarding outstanding performance. Join FIS and be part of a team that is shaping the future of FinTech! We are looking for talented and passionate individuals who are ready to make a difference in the world.