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FIS
Call Center Quality Analyst I - Spanish Bilingual
FIS Call Center Quality Analyst I - Spanish Bilingual in Philadelphia, PA. Monitor agents, coach performance, analyze QA metrics using ServiceNow. 4+ yrs QA/CSAT experience required. Competitive benefits, development opportunities.
Direct Hire
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Certified System Administrator
Job description
Posted on:
November 10, 2025
As a Call Center Quality Analyst I - Spanish Bilingual, you will be responsible for monitoring agents, coaching, and analyzing performance to improve service desk operations. You will work with various stakeholders to resolve incidents and requests, and provide technical support to a software production processing environment.
Requirements
- Monitor agents on various channels
- Coach agents on a regular basis
- Conduct analysis on QA and CAT performance
- Identify process improvement ideas
- First point of contact for circa 150 clients
- First line ticket handling
- Daily operational tasks
- Troubleshoots Client/Vendor Incident and request
- Establish and maintain effective working relationships
- Participate in team projects
- Leading conference calls
- Updating operational and technical documentation
Benefits
- Flexible and creative work environment
- Diverse and collaborative atmosphere
- Professional and personal development resources
- Opportunities to volunteer and support charities
- Competitive salary and benefits
Requirements Summary
4+ years of work experience in Quality and CSAT process, with experience in conducting coaching sessions and using ServiceNow tooling
