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Quality Analyst - Spanish Bilingual

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FIS

8d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You need Spanish proficiency, experience in Quality Assurance or IT Support is a plus, and must work night shifts and a hybrid setup. College undergraduates with relevant experience can apply.
  • You will monitor agents, provide coaching, analyze performance metrics, identify process improvements, collaborate on training needs, manage incidents, conduct audits, and update documentation.

Requirements

  • 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.

Responsibilities

  • Monitor agents on various channels such as Voice and Offline tickets in Spanish/English
  • 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 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.

FAQs

What is the position title for this job opportunity?

The position title is Quality Analyst - Spanish Bilingual.

What type of employment is being offered?

A full-time position is being offered.

Is experience required for this role?

Yes, relevant experience in a combination of work and education is desired.

What level of education is required for candidates?

A General Equivalency Diploma is the desired education level.

Is travel required for this position?

No, the travel percentage is 0%.

What languages are required for this position?

Proficiency in the Spanish language (both verbal and written) is required.

What are the core working hours for this role?

The core working hours are from 9pm to 6am.

Is this position amenable to working night shifts?

Yes, candidates must be amenable to working on a night shift.

Where is the office located?

The office is located at Ecoplaza Bldg, Magallanes, Makati City, near the Magallanes MRT Station on EDSA.

Will the candidate work remotely?

Yes, the position is a hybrid setup, allowing work onsite up to twice a week.

Is previous experience in Quality Assurance important for this role?

Experience in Quality Assurance and IT Service Desk is a plus but not required.

Are there benefits provided with this position?

Yes, a competitive salary and benefits including HMO on Day 1 are offered.

Does the company promote diversity and inclusion?

Yes, the organization champions Inclusion and Diversity and Women in Technology.

Can college undergraduates apply for this position?

Yes, college undergraduates with relevant work experiences are welcome to apply.

What types of projects will the candidate participate in?

The candidate will participate in team projects that enhance the quality or efficiency of the Service Desk.

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FIS

Finance
Industry
5001-10,000
Employees
1968
Founded Year

Mission & Purpose

FIS is at the heart of the commerce and financial transactions that power the world’s economy. We are passionate about helping businesses and communities thrive by advancing the way the world pays, banks and invests, serving more than 20,000 clients and more than one million merchant locations in over 130 countries.