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 Fiserv Quality Analyst do?

You will monitor Bank of America dedicated Associate calls and evaluate/coach Associates to deliver best-in-class servicing. You’ll also identify and address process trends and issues, quality reporting, calibrations, and process improvements. You are accountable for program results which include increased employee satisfaction, enhanced servicing, and reduced merchant attrition.

What you will do:
• Listen to, monitor, and evaluate specified number of Bank of America customer contacts (calls & emails) on a monthly basis
• Coach Associates on quality results
• Design/execute on process to address outlined issues and/or trends
• Review/analyze quality program data to identify areas for improvement
• Lead and/or actively participate in calibration process

• Work a flexible work schedule

What you need to have:
• High School Diploma-GED Equivalent

• Minimum of 1 year on-the-job phone center experience
• Experience with two or more call types/products/platforms

What would be great to have:
• Previous quality program experience
• Previous manager/coaching/training experience
• Experience with Verint and/or other quality recording tools
• Working knowledge of Microsoft Office Applications

•Excellent verbal and written communication skills

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 nameComplete 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 orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.