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:
What would be great to have:
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.
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