Call Center Quality Analyst I - Spanish Bilingual

Fidelity National Information Services

Phl Mani, Philippines
Hybrid (3 days in-office, 2 days virtual)
Spanish language proficiency b1-b2
Quality and csat process knowledge
Conducting coaching sessions
Fidelity National Information Services is seeking a Spanish Bilingual Call Center Quality Analyst I for a hybrid role based in Manila. The position involves monitoring agent performance, conducting analysis, and providing first-line support for IT services, requiring strong customer service skills and experience in quality processes

Job Summary

  • Monitor agents on various channels such as Voice and Offline tickets, and coach agents on a regular basis discussing performance, strengths and AFI’s.
  • Conduct analysis on QA and CAT performance through weekly and monthly reports and identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.
  • At FIS, you can learn, grow and make an impact in your career with benefits including a flexible and creative work environment and diverse and collaborative atmosphere.

Matching Summary

Match Score: 85

Fidelity National Information Services is seeking a Spanish Bilingual Call Center Quality Analyst I for a hybrid role based in Manila. The position involves monitoring agent performance, conducting analysis, and providing first-line support for IT services, requiring strong customer service skills and experience in quality processes.

Skills & Requirements

Must-have

  • Spanish Language Proficiency B1-B2
  • Quality and CSAT process knowledge
  • Conducting coaching sessions
  • First line ticket handling
  • Troubleshooting and resolution
  • MS Office and basic software applications

Nice-to-have

  • Card payments industry knowledge
  • ITIL Service Desk knowledge
  • Transaction Processing knowledge
  • Diverse and collaborative atmosphere
  • Professional development resources

Key Requirements

  • 4 years of work experience
  • Spanish Language Proficiency
  • GCSE English Grade A-C

Work Rights

Not specified

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