Quality Analyst - Spanish Bilingual
Quality Analyst - Spanish Bilingual
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1 Vacancy
Job Description
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
General Equivalency DiplomaTravel Percentage :
0%Are you curious motivated and forwardthinking At FIS youll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us and we believe in being part of a team that is open collaborative entrepreneurial passionate and above all fun.
What You Will Be Doing
Monitor agents on various channels such as Voice and Offline tickets in Spanish/English
Coach agents on a regular basis discussing performance strengths and AFIs.
Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.
Conduct analysis on QA and CSAT performance through weekly and monthly reports.
Identify process improvement ideas derived from QA evaluations onshore feedback and client complaints.
Collaborate with stakeholders on items needing assistance such as KB updating training gaps and performance management.
Meets standards of job such as quality standards adherence to average handling time attendance and timekeeping
Analyzes and resolves incidents problems or known errors related to failures in application or any escalations received
User maintenance on a variety of systems using strict logical access procedures.
Carry out auditing and operational review activities to ensure FIS remains compliant.
Participate in team projects that enhance the quality or efficiency of the Service Desk.
Leading conference calls with internal support teams to set and manage expectations to provide status updates on outstanding incidents and to discuss forthcoming environment changes.
Updating operational and technical documentation together with product user guides as required by process or Quality
Work within the scheme compliance and regulatory frameworks.
What You Will Bring
Proficiency in the Spanish Language (Verbal and Written).
Experience in Quality Assurance and IT Service Desk is a plus but not required.
Experience in IT Operations (Tech Support) is also a plus
Amenable to work on a night shift (core hours: 9pm to 6am)
Amenable to work on a hybrid setup (up to twice a week onsite). Office location is at Ecoplaza Bldg Magallanes Makati City (near Magallanes MRT Station EDSA)
College undergraduates with relevant work experiences are welcome to apply
What We Offer:
A competitive salary and benefits including HMO on Day 1
Great workspaces with dedicated and motivated colleagues
A variety of career development tools resources and opportunities
Work for an organization that champions Inclusion and Diversity and Women in Technology
#LIJO1
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings our employees or any other part of our company.
#pridepass
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
