Contact Center Quality Analyst

Responsibilities

• Monitor and evaluate customer calls, written inquiries, and chat interactions using established quality standards and approved evaluation forms
• Complete accurate quality reviews by documenting scoring decisions, required comments, supporting references, flags, remarks, and submission steps
• Provide timely coaching to associates, including reinforcing expectations, explaining scoring decisions, and addressing performance gaps below established thresholds
• Conduct recurring one-on-one coaching sessions with assigned associates to review results, discuss trends, answer questions, and support performance improvement
• Partner with frontline leaders to review team quality scores, recurring trends, repeated opportunities, and recommended coaching or remediation actions
• Participate in calibration sessions with quality peers and managers to promote consistent scoring, shared interpretation of standards, and alignment on evaluation expectations
• Analyze quality results to identify trends, process gaps, and development opportunities that support coaching, training, and operational improvement
• Maintain documentation, assignments, and supporting records in approved systems and shared repositories to ensure monitoring accuracy and reporting integrity
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
• Experience you'll need to have:
• 3+ years of experience in quality assurance, call monitoring, customer service, contact center operations, or a related operational support environment
• 3+ years of experience evaluating customer interactions for compliance, documentation accuracy, call handling, resolution quality, and customer experience standards
• Experience using quality monitoring and reporting tools such as Verint, Power BI, SharePoint, Microsoft Office, or similar systems used for evaluation, documentation, and trend analysis
• Ability to provide measurable coaching and performance feedback based on quality results, documented observations, and established standards
• Ability to review voice and written interactions objectively and consistently against defined criteria, including authentication, disclosure, complaint handling, retention, and documentation requirements
• Bachelor's degree in business, communications, operations, or a related field, or equivalent combination of education, related experience and/or military experience
• Experience that would be great to have:
• Experience supporting merchant services, small business (SMB), or customer care operations
• Experience using Client360, Inquiry Point, Smart Guide, Rapport, or similar internal service and research tools
• Spanish bilingual skills
• Experience supporting quality calibrations, dispute workflows, or score clarification processes
• How you'll work:
• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires use of a computer and audio equipment.
• You will work an assigned schedule of 8-5.
• Sponsorship:
• Benefits at Fiserv:
• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers' extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opp

Benefits

Additional Information

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 Contact Center Quality Analyst About your role: As a Quality Analyst, you will evaluate customer interactions across calls, inquiries, and chat to measure service quality, compliance, and documentation accuracy. You will work closely with associates, managers, training partners, and quality peers to deliver coaching, identify trends, and improve performance consistency. Your work helps strengthen the customer experience, reinforce quality standards, and support operational excellence across customer care.

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