call center Quality Analyst i - spanish bilingualFIS

Position Type : Full timeType Of Hire : Experienced (relevant combo of work and education)Education Desired : General Equivalency DiplomaAs the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?Role location: Hybrid (three days in-office, two days virtual)Work Schedule : Night ShiftWhat you will be doingMonitor agents on various channels such as Voice and Offline tickets.Coach agents on a regular basis discussing performance, strengths and AFI's.Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.Conduct analysis on QA and CAT performance through weekly and monthly reports.Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.First point of contact for circa 150 clients, internal IT and business users of IT services.First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation)When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.Full end to end Access Control including Password Resets, Unlocks and User Administration.Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIsProvides technical support activities for a software production processing environmentUses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.Asks probing questions to gather relevant information on routine and complex calls.Communicates highly technical information to both technical and nontechnical personnel.Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problemsRequires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and publicFirst line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.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.Work within the scheme compliance and regulatory frameworks.What you bringSpanish Language Proficiency: Intermediate (B1 to B2 level)At least 4 years of work experience in doing Quality and CSAT processKnowledgeable in CSAT processHas experience in conducting coaching sessions with AnalystsAbility to work both independently and in a team environmentUse of Incident/Service request tooling, ServiceNow preferable but not essentialExcellent customer service skills that build high levels of customer satisfactionGood oral and written communication skills in English including documentation writing.Educated to at least GCSE English Grade A-C.Experience in MS Office and using basic software applications.Experienced in 1st line support with previous exposure to a call logging system is preferredE.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).Some knowledge of ITIL Service Desk and Incident Management.Good attention to detail and ability to extract the relevant information from callers.Good analytical skills.Knowledge of the card payments industry preferredTransaction Processing and BankingOffline Ticket HandlingTriage skillsWhat we offer you :At FIS, you can learn, grow and make an impact in your career. Our benefits include:Flexible and creative work environmentDiverse and collaborative atmosphereProfessional and personal development resourcesOpportunities to volunteer and support charitiesCompetitive salary and benefits#LI-CV1Privacy StatementFIS 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 .Sourcing ModelRecruitment 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
FIS

Manila City, Metro Manila
Permanent
Full-time