Call Center Quality Analyst I - Spanish Bilingual

Worldpay (FIS)

Competitive salary; benefits: flexible work enviro...
Hybrid
Spanish language proficiency intermediate b1 to b2
4 years work experience in quality and csat process
First line ticket handling triage and troubleshooting
This role involves monitoring agents on voice and offline channels while coaching them on performance and strengths

Job Summary

  • This role involves monitoring agents on 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 internal IT services and business users.
  • FIS offers a diverse and collaborative atmosphere with opportunities for professional development and competitive salary benefits.

Matching Summary

This role involves monitoring agents on voice and offline channels while coaching them on performance and strengths.

Salary

Competitive salary; Benefits: Flexible work environment, professional development resources; Not specified

Skills & Requirements

Must-have

  • Spanish Language Proficiency Intermediate B1 to B2
  • 4 years work experience in Quality and CSAT process
  • First line ticket handling triage and troubleshooting
  • Experience conducting coaching sessions with Analysts
  • Incident/Service request tooling usage ServiceNow

Nice-to-have

  • Knowledge of card payments industry preferred
  • Experience with MS Office and basic software applications
  • Some knowledge of ITIL Service Desk and Incident Management
  • Ability to establish effective working relationships
  • Good attention to detail and analytical skills

Key Requirements

  • Intermediate Spanish proficiency (B1 to B2 level)
  • At least 4 years of experience in Quality and CSAT processes
  • GCSE English Grade A-C or equivalent education
  • Previous exposure to call logging systems like Service Desk

Work Rights

Not specified

Tailored Resume

Cover Letter