Quality Analyst

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Quality Analyst

What does a successful Quality Analyst do? 

At Fiserv, a Quality Analyst plays a critical role in ensuring that our call center operations meet the highest standards of quality and performance. The Quality Analyst is tasked with developing, supporting, and executing call monitoring audits and providing regular reporting for first-party collections. By working closely with various departments, the Quality Analyst will help design call monitoring criteria and quality standards, creating a quality data management system to track performance at both team and individual levels. This role is essential in gathering information to improve agent performance in the contact center.

What you will do:

• Monitor and evaluate inbound and outbound calls against established quality assurance standards.
• Compile and analyze statistical data to track quality performance and provide actionable insights.
• Conduct training sessions to enhance procedural knowledge and call etiquette.
• Communicate performance expectations and development plans to improve call quality.
• Provide accurate and timely reports on call quality, productivity, and other key metrics.

What you will need to have:

• 2+ years of experience in call monitoring, auditing, and testing.

• 1+ years of experience in conducting quality assurance audits in a call center environment.
• 1+ years of experience in compiling and analyzing statistical data.
• Bachelor’s degree in a relevant field or an equivalent combination of education, work, and/or military experience.

What would be great to have:

• 5+ years of experience in quality analysis or production leadership in a call center.

• Experience in coaching and mentoring call center associates.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent oral and written communication skills.
• Customer-centric approach and experience in customer service environments.

Perks at Work:

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.

• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

#LI-SS1

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientatio