Call Center Quality Analyst I - Spanish Bilingual

Fidelity National Information Services

Competitive salary; benefits included; not specifi...
Hybrid
Spanish language proficiency b1 to b2
4 years quality and csat process experience
First line ticket handling and triage skills
This role involves monitoring agents across Voice and Offline channels while coaching them on performance and strengths

Job Summary

  • This role involves monitoring agents across Voice and Offline channels while coaching them on performance and strengths.
  • The position requires acting as the first point of contact for approximately 150 clients regarding incidents, requests, and technical troubleshooting.
  • FIS offers a diverse and collaborative atmosphere with opportunities for professional development and competitive salary benefits.

Matching Summary

This role involves monitoring agents across Voice and Offline channels while coaching them on performance and strengths.

Salary

Competitive salary; Benefits included; Not specified

Skills & Requirements

Must-have

  • Spanish Language Proficiency B1 to B2
  • 4 years Quality and CSAT process experience
  • First line ticket handling and triage skills
  • Incident/Service request tooling usage
  • Night shift availability
  • Hybrid work schedule (3 days in-office)

Nice-to-have

  • ServiceNow tooling experience
  • ITIL Service Desk knowledge
  • Card payments industry knowledge
  • Mainframe checks and SQL queries
  • Team collaboration and mentoring

Key Requirements

  • Intermediate Spanish proficiency (B1-B2)
  • Minimum 4 years in Quality and CSAT processes
  • GCSE English Grade A-C or equivalent
  • Experience with 1st line support systems
  • Ability to work night shifts

Work Rights

Not specified

Tailored Resume

Cover Letter