Call Center Quality Analyst I - Spanish Bilingual

As 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 Shift

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 client...