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FIS · 2 months ago

Call Center Quality Analyst I - Spanish Bilingual

PHL MANI 2305

Full-time

Hybrid

Mid Level

4+ years exp

FIS is a leading fintech solutions provider that touches nearly every market and person on the planet. They are seeking a Call Center Quality Analyst I to monitor and coach agents, conduct performance analysis, and manage client interactions in a hybrid work environment.

BankingFinancial ServicesFinTechPayments

Responsibilities

Monitor 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 KPIs

Provides technical support activities for a software production processing environment

Uses 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 problems

Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

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

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

Qualification

QualityCSAT processIncident/Service request toolingSpanish Language ProficiencyCustomer service skillsAnalytical skillsCoaching sessions experienceMS Office experience1st line support experienceITIL knowledgeTriage skillsOffline Ticket HandlingTransaction ProcessingBanking knowledgeAttention to detail